Service Manager

Definiti LLC

Manager of 3(16) Fiduciary Services overseeing administration and governance of retirement plans at Definiti LLC. Leading teams and ensuring compliance with ERISA regulations in a remote role.

Posted 7/17/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing fiduciary services and client relationships while ensuring compliance with regulatory requirements. Proven ability to lead teams, drive performance metrics, and implement process improvements in the retirement plan industry.

Highest-signal resume keywords

Team LeadershipClient Service ManagementFiduciary Services ExperiencePerformance Metrics ImplementationRetirement Plan Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ExecutionService Delivery ManagementProcess ImprovementRisk ManagementCompliance Oversight

Soft Skills

CoachingPerformance ManagementCollaborationProblem SolvingCommunication

Tools & Technologies

SOPsSLAsForm 5500

Certifications & Qualifications

ASPPA DesignationNIPA Designation

Industry Keywords

3(16) Fiduciary ServicesRetirement Plan IndustryClient RetentionPortfolio HealthService Standards

About the role

Key responsibilities & impact

Lead and mentor a team of professionals to ensure high performance, engagement, and daily operational execution aligned with SOPs and SLAs
Provide day-to-day oversight, guidance, and support to the team to ensure timely, accurate, and high-quality service execution
Manage the delivery of 3(16) fiduciary services, ensuring all client and plan-related activities are completed in accordance with defined processes, service expectations, and regulatory requirements
Serve as the first point of escalation for client and operational inquiries, partnering with team members to resolve issues effectively and maintain a high-quality client experience
Ensure timely and accurate processing of key functions such as eligibility review, contribution monitoring, distribution approvals, and plan amendments
Oversee key operational deliverables, including government filings (e.g., Form 5500) ensuring deadlines and quality standards are consistently met
Conduct regular team meetings, workflow reviews, and performance discussions to reinforce accountability to service standards and foster a collaborative work environment
Ensure adequate training and development opportunities for team members to maintain compliance expertise
Partner with internal teams to coordinate service delivery and resolve complex issues
Conduct regular client reviews to assess service satisfaction and identify opportunities for improvement
Stay abreast of regulatory changes affecting 3(16) fiduciary services and ensure timely integration into team processes and service delivery
Monitor and manage risks associated with plan operations, ensuring compliance with all applicable laws and regulations
Act as a liaison with legal and compliance teams to address fiduciary and operational matters.
Develop and deliver regular reporting on service delivery performance, team metrics, SLAs, and operational risk indicators to leadership

Requirements

What you’ll need

High school diploma or GED required
5+ years of experience in client service, customer success, account management, or a related client-facing function
2+ years of people leadership experience, including direct management of individuals in compliance/administration or client-facing roles and responsibility for coaching, performance management, and development planning
3(16) experience preferred
Demonstrated success leading teams responsible for client retention, portfolio health, service delivery, and escalation management
Experience establishing performance expectations, using metrics and reporting to drive accountability, and implementing process improvements that support scale and consistency
In depth knowledge of the retirement plan industry, ASPPA/NIPA designations preferred or willingness to obtain within 1 year of hire

Benefits

Comp & perks

A virtual-first work philosophy for most jobs
401(k) with up to 4% match
Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
Paid Parental Leave
A variety of medical, dental and vision plan options including Definiti subsidized premiums
Company-paid life insurance and short-term disability insurance
Bonus plan eligibility