Process Operations Specialist
U.S. Bank
Operations Manager III – Retirement Plan Services
TruStage
full-time
Posted on:
Location Type: Hybrid
Location: Madison • Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $102,200 - $153,300 per year
Job Level
SeniorLead
About the role
- Provides day-to-day leadership and supervision to team members
- Assists in coaching team to be able to identify inquiries which are beyond the scope of authority and take appropriate actions
- Inspires team to focus on adherence to TruStage policies and processes
- Fosters a positive work environment
- Develops and maintains productive working relationship with all team members
- Sets goals and standards of performance for the team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for the successful completion of assignments or tasks
- Provides ongoing dialogue to team members about their performance
- Coaches and helps establish individual development and career plans
- Completes quality reviews for team members
- Ensures staff compliance with company processes
- Monitors and evaluates quality 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 Principles
- Promotes and maintains a positive, professional image of TruStage
- Participates in specials projects as assigned by the 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 dissemination of TruStage corporate-wide and location-specific communications on-site (i.e., bulletin boards, video monitors, peer recognition, etc.)
- Coordinates with vendor and monitors SLA's with metrics/dashboards to ensure that performance targets are met
Requirements
- Bachelor’s degree in Business or equivalent work experience
- 8+ years of experience in customer service, administration or operations, preferably in the retirement/financial services and/or insurance industry
- 4-6 years prior experience, directly and indirectly, leading medium-sized teams
- 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
- Strong 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.
- Proven experience working with project/development teams in an Agile/SCRUM framework
- Must have experience working with Retirement Plan Documents including: Adoption agreements, plan amendments, resolutions, loan policies, summary plan descriptions (SPD), and summaries of material modifications (SMM)
- Relius Document experience preferred
- Knowledge of QDROs and IRS/DOL correction programs
- Understanding of DC/DB plan terminations, mergers, conversions and asset transfers
- 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
- Experience managing plan updates and restatements tied to regulatory timelines and legal changes
- Strong knowledge of IRS, ERISA, and DOL rules and regulations applicable to 401(k), 401(a), 403(b), 457(b), and church plans
- Experience managing plan documents using vendor-based, web-enabled document systems; Relius Documents experience a plus
Benefits
- medical
- dental
- vision
- employee assistance program
- life insurance
- disability plans
- parental leave
- paid time off
- 401k
- tuition reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementanalytical skillsproblem-solving skillsteam-buildingcoachingmultitaskinglegal document preparationplan updates managementIRS complianceDOL compliance
Soft skills
leadershipinterpersonal skillscommunication skillsadaptabilitycollaborationorganizationperformance monitoringgoal settingemployee developmentcustomer service
