Senior Implementation Manager
Vacancy expired!
Job Description
The Senior Implementation Manager is a pivotal role in getting new plans properly set up, onboarding and enrolling sponsors and savers into our retirement plans and establishing and nurturing the right client experience through effective leadership of internal teams and direct client interactions. This role will lead all Implementation and Enrollment teams, including developing and executing plans to provide great client experiences, driving key initiatives and special projects, and managing project teams.
Responsibilities
- Develops data-driven strategic and tactical plans that improve team results and performance, including regularly analyzing and reporting on team performance
- Manages teams of Implementation, Enrollment, and Payroll Specialists, providing direction, training, and load balancing to consistently achieve goals and SLAs while nurturing high morale and enthusiasm
- Set, review, and provide coaching to reports to achieve performance goals
- Provide career and professional development
- Address underperformance in timely manner
- Develops, trains, and manages team on operational tools, methodologies, and processes that:
- Enable successful on-time new client on-boarding while nurturing a great client experience
- Reduce inbound client inquiries
- Increase team efficiency and speed at resolving client issues and questions
- Achieve high client satisfaction scores
- Directly engages clients and set-up plans as needed:
- Review plan docs for quality assurance and accuracy
- Review conversion plan requests to confirm fit with Ubiquity’s retirement plan platform and administration capabilities
- Work with clients to determine plan design and options
- Record/update plan data in Ubiquity and third-party systems
- Ensure all correct and necessary documents are completed and signed
- De-escalate client issues/concerns
- Works with other internal teams (e.g., Financial Operations, Accounting, Compliance, Product) to:
- Research and assist in solving client requests
- Create guided and self-serviced client educational tools and resources
- Organize and provide training for team
- Helps inform product decisions and improvements as the voice of the client, including proactively reaching out to clients to assess needs and determine ways to add value
- Leads special projects / initiatives as needed
Qualifications
SkillsLeadership -Demonstrated success at proactively identifying ways to improve the client experience and executes effective plans to activate the ideas. Inspires the team being managed to meet or exceed performance targets.Strategic Planning -Strategically and proactively analyzes situations and proposes solutions to streamline processes on a regular basis. Thinks of ongoing improvements to operational systems and processes, and takes the initiative to design and implement those improvements.Team Management -Demonstrated track record of successful team management, objective setting, coaching, and performance optimization. For all team members, able to define and monitor performance metrics that align with corporate goals, and managing team as needed to achieve those metrics.401(k) knowledge -Expert knowledge of implementing and administering all aspects of managing 401(k) plans, including but not limited to 5500s, compliance testing, safe harbor, census, and annual auditing for retirement plans.Organization -Thrives in a deadline-driven environment managing multiple initiatives/projects, clients, priorities, and tickets at different levels of completion. Able to successfully consistently drive multiple, simultaneous large initiatives to completion. Excellent follow through and communication to update other internal stakeholders.Communication -Clear, polished, and professional spoken and written communication skills. Has the ability to explain and break down complex ideas with easy-to-understand instructions.
Experience
- 8+ years experience in client service role
- 8+ years 401(k) industry experience
- 8+ years team management experience
- 5+ years implementation experience
- 5+ years participant support experience
Additional Information
This is a salaried, full-time position. Please follow application instructions carefully and note that a cover letter is required along with your resume.
We are focused on building a diverse and inclusive workforce. If you are excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.We offer:
- Competitive compensation package
- Generous stipend toward premiums for medical, dental, and vision
- 401(K) matching
- Learning and development stipends
- Monthly wellness subsidies
- Equity incentives
- Flexible PTO policy
- Time off for volunteering
- Emphasis on internal promotions
- Regular performance reviews
- Telecommuting
Ubiquity Retirement + Savings is an equal employment opportunity employer for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws.
Vacancy expired!