Plan Management Manager

The Plan Management Manager

The Plan Management Manager oversees the Sponsor Services Resolution Team and leads the Plan Terminations function. This role is hybrid-office/home.

• Maintain key performance indicators (KPIs) such as average speed of answer, handle time, first call resolution, customer satisfaction, abandon rates, and routing metrics.
• Manage shared mailbox coverage model to ensure effective management of out-of-office and overflow support.
• Guide plan termination specialists to ensure smooth execution of plan terminations.
• Escalate and resolve complex termination scenarios.
• Provide operational coverage and support as needed.
• Coach, mentor, and manage performance to foster a culture of accountability, collaboration, and strong customer-centric focus.
• Collaborate with sales, recordkeeping, and operations staff to ensure plan alignment and provide advice on plan retention opportunities, sponsors, distribution, and TPAs.
• Contribute to product development and process improvement initiatives.
• Resolve escalated service and communication issues with customers.

Minimum Knowledge & Experience

• Bachelor’s degree in business administration or equivalent.
• 6+ years of experience in Plan Management/Retirement Services; 2+ years of supervisory experience.
• In-depth knowledge of the financial services industry and related legal/compliance issues.
• Knowledge of systems, technology, and equipment.
• Strong leadership skills; ability to handle multiple priorities; strong oral and written communication skills.

Pay Disclosure

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides health, dental, vision, and life insurance plans, a 401(k) savings plan with generous company matching contributions (up to 6%), a Voya Retirement Plan with a cash balance retirement option (4%), tuition reimbursement up to $5,250/year, paid time off (including 20 days paid time off, nine paid company holidays, and a flexible Diversity Celebration Day), and paid volunteer time (40 hours per calendar year).

Critical Skills

• Customer Focused: Passionate drive to delight customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem-solving to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive the company’s culture and execute on its common goals.
• Business Acumen: Appreciation and understanding of the financial services industry to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

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