Responsibilities:
We are looking for an Associate Manager to join our Pensions Center of Excellence (CoE) team. In this role, you will lead a team of 10–15 Benefit Determination Analysts, Repetitive Benefit Analysts, and Client Service Specialists, ensuring operational excellence and high-quality service delivery.
Experience Range - 10 - 15 Years
Work Mode - Hybrid
Shift Timings - 5.30 PM - 2.30 AM/6.30 PM - 3.30 AM
Key responsibilities include:
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Managing day-to-day operational activities and workflow across the operations floor.
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Driving service delivery excellence through effective workload management, prioritization, and process governance.
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Monitoring and managing SLAs, productivity, quality, and turnaround time metrics.
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Coordinating with internal and external stakeholders to ensure seamless execution of client deliverables.
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Providing leadership, coaching, and performance management to team members.
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Identifying process improvement opportunities and driving operational efficiencies.
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Ensuring adherence to compliance, quality standards, and established business procedures.
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Managing escalations, mitigating risks, and ensuring timely resolution of issues.
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Delivering clear and effective communication to clients, stakeholders, and leadership teams.
Qualifications:
- 10 - 15 years of experience in US pension administration and operations.
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Strong domain expertise in Defined Benefit (DB) Pension Plans & Pension Risk Transfer (PRT).
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Extensive experience performing and reviewing complex manual benefit calculations, including:
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Death Benefits
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Disability Benefits
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Qualified Domestic Relations Orders (QDROs)
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Required Minimum Distributions (RMDs)
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Other complex pension events and calculations
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Experience supporting Pension Risk Transfer (PRT) initiatives.
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Minimum 5+ years of people leadership experience, including managing, coaching, and developing teams while driving operational performance, quality, and service delivery outcomes.
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Solid understanding of retirement plan rules and regulations, including IRS, DOL, and ERISA requirements, with the ability to interpret and apply regulatory guidelines to pension administration processes and benefit calculations.
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Strong analytical, problem-solving, and decision-making skills.
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Exceptional attention to detail, accountability, and ownership of deliverables.
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Ability to manage multiple priorities while maintaining a high standard of accuracy and client service.
Additional Information:
Future-Ready Skills & Certifications
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Commitment to continuous learning and professional development, with a focus on industry-recognized certifications such as ASPPA (American Society of Pension Professionals & Actuaries) and LOMA (Life Office Management Association).
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Strong orientation toward digital adoption and systems proficiency, with the ability to effectively leverage and adapt to evolving retirement administration technology platforms.
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Ability to utilize data analytics, automation, and reporting tools to improve operational efficiency, enhance service delivery, and support informed business decision-making.
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Demonstrated learning agility and a proactive approach to upskilling in emerging trends, technologies, and best practices within the retirement services and financial technology landscape.
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Experience leading teams through process transformation, continuous improvement initiatives, and technology-driven operational changes.
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Growth mindset with a focus on innovation, operational excellence, and delivering a superior client and participant experience.
