Operations Manager – Plan Documents

Role Overview

• Provides day-to-day leadership and supervision to team members
• Assists in coaching team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions
• Inspires team to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations
• Fosters a positive work environment
• Develops and maintains productive working relationships with team members-some of which may be field based
• Sets goals and standards of performance for the team which is linked to business goals; uses appropriate measurement methods to monitor progress; takes suitable accountability for successful completion of assignments or tasks
• Provides ongoing dialogue to team members about their performance
• Coaches and helps establish individual development and career plans
• Coordinates with Learning Consultant on career development opportunities
• Completes Quality Assurance reviews for team members
• Ensures staff compliance with company processes, federal and/or state regulations as required
• Monitors and evaluates Quality Assurance and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets
• Analyzes periodic performance indicators and communicates regularly to team members
• Prepares employee performance appraisals and merit recommendations
• Investigates and resolves issues as required
• whether customer issues, team issues or departmental issues
• Identifies, designs and makes recommendations for process changes to improve customer experience
• Maintains an awareness of TruStage and Collateral Protection Insurance
• Participates in specials projects as assigned by manager
• Informs team of changes, potential changes and other pertinent information affecting the department
• Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed
• Supports the on-site dissemination of TruStage corporate-wide and Center-specific communications (i.e., bulletin boards, video monitors, peer recognition, etc.)
• Notifies leadership of any issues that require exceptions to the normal process procedures
• Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed
• Coordinates with other departments (Claims, Product Administration, Product and Sales) to ensure that performance targets are met
• Promotes and maintains a positive, professional image of TruStage

Requirements

• Bachelor's degree in Business or equivalent work experience
• 6-8 years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry
• Prior supervisory experience preferred
• Strong interpersonal and demonstrated team-building and coaching skills; proven teamwork and collaboration
• Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions
• Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
• Prior experience with project management methodology is strongly preferred
• Ability to communicate at all levels with clarity and precision, both written and verbal
• Ability to adapt in a changing work environment
• Advanced technical / computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.
• Experience working with Retirement Plan Documents including adoption agreements, plan amendments, resolutions, loan policies, summary plan descriptions (SPD), and summaries of material modifications (SMM) is strongly preferred.
• Experience managing plan documents using vendor-based, web-enabled document systems; Relius Documents experience a plus.
• Familiarity of Notice and Disclosure rules and distribution process to Employers and participants.
• Experience with legal document preparation and accuracy for new plan installation and takeover plans.
• Knowledge of IRS, ERISA, and DOL rules and regulations applicable to 401(k), 401(a), 403(b), 457(b), and church plans.

Benefits

• medical
• dental
• vision
• employee assistance program
• life insurance
• disability plans
• parental leave
• paid time off
• 401k
• tuition reimbursement