Supervisor, Retirement Solutions Call Center
SS&C Technologies
full-time
Posted on:
Location Type: Hybrid
Location: Arizona, Florida, Missouri, Nevada, North Carolina, South Carolina, Tennessee, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
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
retirement plan operations401(k)403(b)IRADefined Contribution servicingDefined Benefit servicingtransaction processingcompliancerisk assessmentoperational efficiency
Soft skills
leadershipcoachingteam developmentaccountabilityquality assuranceanalytical thinkingcritical thinkingcommunicationtrust buildingservice mindset