Manager/ Senior Manager, Defined Benefit Operations

The Manager, Defined Benefit Operations leads a team of 10–15 Defined Benefit Specialists and is accountable for the quality, accuracy, and productivity of the team’s work. This leader plays a key role in WI Client & Participant Services, fostering a high‑performance culture and ensuring exceptional client satisfaction. You will manage daily operations for a complex Defined Benefits team (Calculations and/or Employee Resolution), providing strong oversight, process discipline, and partnership with offshore support.

Responsibilities

Communicate organizational goals, values, and expectations clearly across the team; Coach, mentor, and develop team members to support performance, growth, and career development; Monitor team metrics, addressing performance gaps and driving continuous improvement; Improve operational processes to increase efficiency and reduce cost per participant; Manage operational risk by exercising sound judgment and ensuring adherence to legal and compliance requirements; Oversee capacity planning, resource allocation, budgeting, and succession planning to ensure operational stability; Collaborate across Defined Benefits business partners to pursue cohesive business goals; Drive a customer-focused culture and support quality initiatives; Anticipate and lead organizational and operational change using data and business insight; Hiring, developing, motivating, and directing staff; Ensuring documentation of standard methodologies and compliance adherence; Maintaining tools and workflows to meet SLAs and support client needs; Monitoring productivity, quality, and volume-related risk; Implementing process improvements to enhance quality and efficiency

Requirements

5+ years of benefits outsourcing plan administration experience; Proven leadership record with strong communication skills; Strong operations background, especially in process management and improvement; Experience in financial services and/or DB outsourcing; Strong analytical and problem-solving skills, including root-cause analysis; Demonstrated initiative in solving operational challenges and implementing improvements; Ability to lead teams through change and work cross-functionally; Knowledge of transaction processing systems and participant databases; Proficiency in Microsoft Office

Nice to have

BS/BA preferred; MBA a plus; ideally with Fortune 1000 clients