Support the management of defined benefit administration accounts, focusing on client satisfaction, retention, and growth.
Work with clients and leadership to help implement business strategy, service models, and operational priorities.
Help ensure business units meet SLAs, performance metrics, and service delivery standards.
Assist in initiatives focused on process improvement, operational efficiencies, and system enhancements.
Support accurate documentation of client requirements, plan provisions, and operational details to aid effective account management.
Collaborate with internal and external stakeholders to maintain strong partnerships and high levels of client satisfaction.
Contribute to the development and review of performance reports, KPIs, and operational metrics.
Ensure compliance with organizational policies, regulatory requirements, and client contractual obligations.
Assist in planning, implementation, and execution of business continuity plans (BCP) for defined benefit operations.

Bachelor’s degree or equivalent relevant experience.
5+ years of client-facing or client support experience, preferably within defined benefit, defined contribution, or pension administration.
Experience supporting teams within BPO and/or call center environments in benefits administration.
Strong background in defined benefit and/or defined contribution plan administration, including operational support and client relationship management.
Proficiency in MS Office, with strong Excel skills.

Manager, Benefits Administration Services – Defined Benefits

Key skills