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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing retirement plan operations, ensuring compliance with ERISA and DOL regulations, and driving team performance through effective training and reporting. Proficient in process improvement and cross-functional collaboration to enhance service delivery and operational efficiency.
Highest-signal resume keywords
401K Industry ExperienceERISA KnowledgeMicrosoft Office Suite ProficiencySPARK/AASPA CertificationLSS Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client Service ManagementPerformance AppraisalQuality Standards MonitoringData AnalysisProcess ImprovementStaff TrainingReportingCompliance ManagementForecastingOperational Systems Management
Soft Skills
Interpersonal SkillsCustomer Service SkillsAttention to DetailProactive MindsetCollaborative MindsetDeadline-Oriented ApproachAnalytical SkillsOrganizational SkillsCoaching SkillsMotivational Skills
Tools & Technologies
MIS SystemsReporting DashboardsPerformance Tracking ToolsQuality Management SystemsCollaboration Tools
Certifications & Qualifications
SPARK/AASPA CertificationLSS Certification
Industry Keywords
Retirement PlansLoansEnrollmentPayroll SupportComplianceAuditDOL RegulationsIRS RegulationsPlan Service CenterClient Conference Calls
Tech Stack
Tools & technologiesSpark
About the role
Key responsibilities & impact- Serve as a bridge between Client Service Managers and Operations teams handling client queries for retirement plans
- Ensure department quality and time standards are met
- Oversee staff training, mentoring, quality standards, MIS and reporting, disciplinary actions, motivation, staffing levels, forecasting, performance appraisals, and compensation recommendations
- Understand and oversee Plan Service Center, Partner Link, plan design, and CSM workflows
- Monitor interdepartmental deliveries and team activities
- Train team members, support team bonding, and develop associates
- Maintain employee records and track quality and productivity
- Monitor trends and report findings to management
- Drive the team and escalate issues involving contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting, and general inquiries
- Conduct monthly one-on-one meetings and ongoing coaching
- Improve team processes and overall quality
- Monitor team performance, reconciler statistics, quality targets, and service-level expectations
- Prepare monthly management reports and performance reports
- Handle escalated issues from representatives, clients, and participants; identify and address trends
- Assess staffing needs, interview prospective employees, conduct performance evaluations, and manage staff issues
- Participate in or coordinate client conference calls and meetings
- Provide SME, troubleshooting, and floor support when required
- Manage daily delivery using operations systems and processes
- Identify potential middle-office tasks with the CSM group
- Collaborate with team leads on process deep dives, reviews, controls, and audits
- Manage logical access reviews when setting up new task types
- Design SOPs, training plans, and assessments; build domain expertise within the team
- Track deliverables, escalate issues, publish progress reports and dashboards, and recommend action plans
- Participate in governance with Client Service Managers across ACSM/CSM teams
- Develop process improvements for efficiency and cost effectiveness
- Provide timely and accurate reporting on key business levers
Requirements
What you’ll need- Overall 9–12 years’ experience
- Minimum 6 years in the 401k industry
- Cross-functional experience in loans, enrollment, payroll support, compliance, and audit
- Knowledge of ERISA, DOL, and applicable IRS regulations related to retirement
- Strong interpersonal and customer service skills
- Attention to detail
- Proactive, solution-driven, and collaborative mindset
- Deadline-oriented approach
- Highly proficient in Microsoft Office Suite
- Proficient in MS Excel
- Good oral and written communication skills
- Strong analytical, interpersonal, and organizational skills
- Bachelor’s Degree is a must
- Experience as an MIS expert in the current role
- Hands-on experience working in and leading different retirement-domain teams, including Implementation, Money In, Money Out, and Account Resolutions, is an added advantage
- SPARK/AASPA certified
- LSS certified
- Experience working around process-related projects
Benefits
Comp & perks- Flexible work environment
- Fluid career paths
- Internal mobility opportunities
- Well-being support
- Work-life balance
- Volunteering opportunities
- Inclusive and welcoming work environment
- Salary/promotion/merit increase recommendations
- Training, mentoring, coaching, and personal development opportunities