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Functional Area: OP - Operations
About the role
We want to hear from you today if you can:
Consult internal/external customers on timing for implementation milestones.
Analyze and effectively communicate broader operations aspects to help influence decisions across departments for services being implemented.
Work closely with the assigned Relationship Manager, ongoing Account Manager and various internal business partners to ensure a smooth transition at the end of the project.
Attend Kick-off related meetings and facilitate regularly scheduled meetings with the plan sponsor, executive sales team, TPA’s, vendors, and our internal subject matter experts.
Provide consultative solutions for Company Retirement Services best practices and ensure details are understood so that our administrative processes and system(s) are established correctly to include but not limited to plan design details that affect pricing, eligibility, data exchanges, contracts, and transactional processing.
Develop, communicate, maintain and manage the detailed project plan, timeline for account implementation projects and ensure deadlines, milestones and success criteria are met or exceeded through timely coordination and communication of the details necessary to complete an account implementation project by the agreed upon effective date.
Identify and manage timely and effective resolution of any issues that surface during the handling of all assigned duties. Track and report implementation activity results in a “real time” fashion via internal Implementation databases and reporting tools.
Conduct lessons learned at the end of each implementation phase for continuous improvement purposes.
Develop and execute plans to improve customer satisfaction and overall quality.
Identify out of scope services and escalate as needed to ensure all services are included in pricing.
Must be proactive in managing issues by anticipating the outcome of the process and ensuring all necessary steps have been taken.
Model and coach others on Customer Service Excellence within Implementation.
Develop key strategies for retention and future business wins through the interactions with Implementations Services.
Identify gaps and facilitate training needs within the team.
Perform final quality review for all internal systems and external client facing systems for implementation related items.
Review and participate on RFP process for new business to identify potential solutions based on Implementations Service model and scope.
Develop knowledge/content management strategy with accountability for maintenance of Implementation Tools and Reference Database.
What we are looking for
Bachelor’s degree in related field; or any combination of education and experience, which would provide an equivalent background.
Minimum 3+ years of related experience is preferred.
Strong client management and advanced application of retirement plan recordkeeping systems.
Knowledge of pension plan types and a knowledge of defined contribution plan daily valuation recordkeeping systems.
Excellent communication skills, including verbal, written, interpersonal and presentation.
Demonstrated proficiency with computer software.
Ability to analyze data, determines root cause, and provides and/or develops an appropriate solution for resolution.
Demonstrated experience managing multiple and competing priorities, proactive problem-solving ability with solutions oriented attitude.
Ability to work independently within a team environment and make decisions while considering client requirements.
Successful completion of relevant professional designation preferred (i.e. CEBS, ASPA).
What our employees like most about working for Company
We care about your professional development. Our career progression program will provide you with the opportunity to develop your skills, strengthen your productivity and be eligible to progressively advance to positions with an increased responsibility and increased compensation.
Our “Giving Back” policy is at the Company of our daily operations and guides our future progress. Don’t believe us? We put our money where our mouth is! Company, will give you up to 16 hours a year paid time off to volunteer in the community.
Our people are our most important asset therefore we provide a generous benefits plan and competitive pay. Benefit package includes:
Paid Time Off (Company recognizes the importance of work life balance). We offer 24 PTO days to start. YES, 24! 9 paid holidays per calendar year.
A 401(k) Retirement Plan which will be HARD TO BEAT. Our 401K - $1 for $1 match up to 6% with immediate vesting, plus Company automatically contributes an additional 3% in to your 401K regardless of if you enroll or not.
It has been and will continue to be the policy of Company, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At Company, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.
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