Plan Management Manager

The Plan Management Manager provides direct oversight of the Sponsor Services Resolution Team, a phone-based group supporting TPA Services. You will ensure seamless operation of a dedicated 800 line and shared mailbox, both essential for maintaining high levels of client accessibility and uninterrupted service. In addition, you will lead the Plan Terminations function, ensuring plan liquidations are executed smoothly and efficiently.

Responsibilities

Monitor and optimize key performance indicators (KPIs), including average speed of answer, handle time, first call resolution, customer satisfaction, abandon rates, and routing metrics; Oversee the shared mailbox coverage model, ensuring effective management of out-of-office and overflow support across TPA Services; Lead the Plan Terminations function with hands-on guidance for plan termination specialists, ensuring full plan terminations are executed smoothly; Serve as the escalation point for complex termination scenarios, including plans with residual complexities or those involving client acquisition or rollover; Provide operational coverage and act as a resource for colleagues and leadership when needed; Coach, mentor, and manage performance to foster a culture of accountability, collaboration, and strong customer-centric focus among managers and plan managers; Manage and direct activities of direct and indirect staff in all aspects of the Plan Management function; Collaborate with sales, recordkeeping, and operations staff to ensure plan alignment; advise staff on plan retention opportunities, sponsors, distribution, and TPAs; Contribute to product development and process improvement initiatives; Resolve escalated service and communication issues with customers; Perform other duties as assigned

Requirements

Bachelor’s degree in business administration or equivalent; 6+ years of experience in Plan Management/Retirement Services; 2+ years of supervisory experience; In-depth knowledge of the financial services industry and related legal/compliance issues; Knowledge of systems, technology, and equipment; Strong leadership skills; ability to handle multiple priorities; strong oral and written communication skills

Benefits

Health, dental, vision and life insurance plans; 401(k) Savings plan – with generous company matching contributions (up to 6%); Voya Retirement Plan – employer paid cash balance retirement plan (4%); Tuition reimbursement up to $5,250/year; Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day; Paid volunteer time — 40 hours per calendar year; Incentive opportunities (annual cash incentives, sales incentives, and/or long-term incentives)