Retirement Plan Services Manager (Pleasanton, CA)Position OverviewThe Retirement Plan Services Manager provides strategic and operational leadership for the Retirement Plan Services department. This role is responsible for ensuring accurate and efficient pension administration while leading initiatives that improve operational performance, client satisfaction, reduce errors, and modernize workflows across the department.
The Retirement Plan Services department currently operates in a highly manual environment. This role will lead the transformation of those processes by implementing operational discipline, improving workflows, strengthening quality controls, and identifying opportunities for automation and system enhancements.
The ideal candidate will bring strong operational leadership experience and a proven track record of improving complex administrative operations and client satisfaction through Lean principles, process redesign, and continuous improvement methodologies.
Operational Transformation ExpectationThis position plays a key role in driving operational and client service improvements within the Retirement Plan Services department. The Retirement Plan Services Manager will be responsible for evaluating current workflows, identifying inefficiencies, reducing manual processes, and implementing scalable solutions that improve department performance.
This role requires a leader who is comfortable challenging legacy processes, implementing operational discipline, and building scalable operational practices that support the organization's continued growth.
Primary Responsibilities - Provide leadership and oversight for the daily operations of the Retirement Plan Services department.
- Ensure department productivity, quality, and service level objectives are consistently met.
- Establish and monitor department performance metrics including error rates, turnaround times, and productivity benchmarks.
- Lead initiatives to reduce manual processes and errors through workflow redesign, standardization, audits, and automation.
- Analyze operational data and reports to identify trends, risks, and improvement opportunities.
- Develop and maintain standard operating procedures (SOPs) to ensure consistent and accurate pension administration.
- Identify root causes of operational errors and implement sustainable corrective solutions.
- Partner with IT and internal teams to support system enhancements and automation initiatives.
- Ensure compliance with plan documents, ERISA regulations, and company policies.
- Oversee quality assurance and internal review processes.
- Recruit, train, coach, and develop department staff.
- Establish employee performance goals and conduct performance reviews.
- Promote a culture of accountability, continuous improvement, and operational excellence.
- Collaborate with leadership and other departments to support strategic initiatives.
- Regular and predictable attendance is an essential function of this job.
Qualifications - Bachelor's degree in Business Administration, Operations Management, or a related field required.
- 5+ years of leadership experience in pension administration, benefits administration, or a related environment required.
- Experience administering Defined Benefit (DB), Defined Contribution (DC), 401(k), or other multiemployer pension plans, preferably within a Taft-Hartley or collectively bargained environment.
- Experience interpreting and applying plan documents, Summary Plan Descriptions (SPDs), collective bargaining agreements, and regulatory guidance in the administration of retirement benefits.
- Experience leading or improving pension administration workflows, including identifying operational inefficiencies, reducing processing errors, and implementing improved procedures or system enhancements.
- Demonstrated success identifying root causes of errors and implementing long-term solutions.
- Experience leading process improvement initiatives using Lean, Six Sigma, or similar methodologies preferred.
- Strong analytical and problem-solving skills.
- Ability to manage multiple priorities and lead teams through operational change.
- Strong leadership and employee development skills.
- Excellent written and verbal communication abilities.
Key Competencies - Pension Administration (Defined Benefit, Defined Contribution, and Multiemployer Plans)
- Employee Benefits & Retirement Plan Administration
- Operational Leadership & Team Development
- Process Improvement & Lean Methodologies
- Quality Control & Error Reduction
- Workflow Optimization & Process Standardization
- Data-Driven Decision Making & Performance Metrics
- Change Management & Operational Transformation
Work Schedule - Full time. Monday - Friday, 8:00am - 5:00pm. Required in office (no at-home days).
Competitive Benefits and Compensation Package - Vacation days earned at a rate of 1 day per each full month worked (for your first pro-rated year)
- 5 sick days after 90 days of employment
- 12 paid holidays
- Medical, dental, and vision insurance, with option for dependent coverage
- Company paid basic life, short-term disability, long-term disability and AD&D insurance
- 401k with employer match
- Tuition reimbursement program
- Career development opportunities
- Referral bonus for all successful full-time referrals
- Annual opportunities for increases
Pay - The salary range for this position is $110,000 - $115,000 per year. Actual salary is dependent on skills, experience, education, and other business factors.
