SS&C Technologies

Supervisor, Retirement Solutions Call Center

SS&C Technologies

full-time

Posted on:

Location Type: Hybrid

Location: Arizona • Florida • United States

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About the role

  • Lead and develop a high-performing team supporting retirement plan participants, plan sponsors, and financial advisors in a fast-paced service environment
  • Oversee the evaluation and processing of retirement service requests including contributions, rollovers, distributions, loans, hardship withdrawals, beneficiary updates, and account maintenance
  • Ensure accuracy, compliance, and timely execution aligned with ERISA, IRS, and internal governance requirements
  • Support participant education and service excellence, ensuring clear communication and positive retirement outcomes
  • Manage escalated inquiries and complex case resolution with professionalism and sound judgment
  • Monitor team performance, service levels, quality, and operational metrics; drive accountability, coaching, and continuous improvement
  • Partner with operations, technology, and compliance teams to streamline processes and enhance the participant experience
  • Serve as both a working leader and subject matter expert when business needs require hands-on support

Requirements

  • Proven leadership experience within retirement services, recordkeeping, financial services operations, or a retirement-focused contact center environment
  • Strong working knowledge of retirement plan operations (such as 401(k), 403(b), IRA, Defined Contribution / Defined Benefit servicing) and related transaction processing
  • Familiarity with ERISA, IRS, and DOL guidelines, including distributions, rollovers, loans, RMDs, hardship withdrawals, contributions, and beneficiary management
  • Demonstrated ability to lead, coach, and develop service teams while driving accountability, quality, and performance outcomes
  • Experience managing escalations, resolving complex participant or plan sponsor issues, and ensuring compliance and accuracy in a regulated environment
  • Strong analytical and critical thinking skills with the ability to assess risk, identify process improvements, and drive operational efficiency
  • Excellent communication skills with a service-first mindset and ability to build trust with participants, sponsors, advisors, and internal stakeholders
  • Bachelor’s degree preferred; equivalent experience considered with demonstrated expertise in retirement servicing and people leadership.
Benefits
  • 401k Matching Program
  • Professional Development Reimbursement
  • Flexible Personal/Vacation Time Off
  • Sick Leave
  • Paid Holidays
  • Medical
  • Dental
  • Vision
  • Employee Assistance Program
  • Parental Leave
  • Discounts on fitness clubs, travel and more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
retirement plan operations401(k)403(b)IRADefined Contribution servicingDefined Benefit servicingtransaction processingcompliancerisk assessmentoperational efficiency
Soft Skills
leadershipcoachingteam developmentaccountabilityquality assuranceanalytical thinkingcritical thinkingcommunicationtrust buildingservice mindset