About this role
The role: The Manager leads the day-to-day administration of the Board's defined benefit pension and retirement savings plans. This role is accountable for team performance, the accurate and timely processing of member benefits, service delivery, and operational effectiveness. The Manager leads a team of Retirement Plan Specialists, driving continuous improvement, operational excellence, and high-quality service in support of organizational priorities and strategic initiatives.
What you will do:
• Lead, coach, and develop a team of Retirement Plans Specialists, fostering accountability, engagement, and continuous professional growth. • Manage the daily administration and processing of retirement benefits, ensuring service standards, productivity targets, quality expectations, and processing timelines are achieved. • Support the resolution of complex member issues and escalations while ensuring a high-quality member experience. • Oversee compliance with plan provisions, business processes, procedures, and internal controls. • Monitor and analyze operational metrics and identify opportunities to improve efficiency and service delivery. • Manage retirement plan administration activities, including transaction reviews, cash-out processing, and annual compliance requirements. • Partner with colleagues across Plan Operations, Finance, Benefits, and other business areas to support initiatives and improve plan administration processes. • Support the implementation of operational improvements and strategic initiatives to enhance service delivery and organizational performance.
What you need to succeed:
• A bachelor’s degree or equivalent experience in lieu of degree. • 5 + years’ experience in a benefits/customer service environment with preference given to Defined Benefits, Defined Contribution plans, and/or disability benefits experience. • 3+ years’ experience in leading and developing staff; preferably in a benefits administration call center environment. • An ability to lead, motivate, and develop staff. • Experience with leading customer care technologies, including case management and knowledge base, preferably Salesforce Service Cloud. • Strong customer service orientation with the drive to deliver an exceptional customer experience. • Exceptional oral, written, and interpersonal communication skills required for providing excellent service delivery. • An ability to collaborate cross-functionally and work across all levels of management to identify and implement new service initiatives. • Experience with change management, project implementation, and process documentation. • An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.
We offer a generous benefits package for eligible employees.
• Medical, dental, and vision coverage. • Defined benefit pension plan. • 403(b)(9) retirement savings plan. • Generous paid time off, including sick time, holidays, and 22 days of personal leave. • Tuition assistance. • Employee Assistance Plan and other health and well-being resources. • Employer-paid death benefits with opportunities to purchase additional coverage. • Employer-paid Short-Term and Long-Term disability coverage. • Access to the Board’s education and grant assistance programs. • Discount programs on entertainment, travel, and more. • Satisfaction gained from working for a service-oriented employer. • Volunteer and other service opportunities in the community at large.
Our recruiting process is simple.
If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members. To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.
We are an Equal Opportunity Employer.
The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.