Retirement Services Manager

Primary Responsibilities

• Manage day-to-day business unit operations by fostering an inclusive and engaging team environment.
• Set clear expectations and drive colleague performance through consistent coaching, development, and feedback to maximize individual and team effectiveness.
• Maintain a strong and balanced control environment aligned with regulatory expectations. Develop, review, and execute policies and procedures, ensuring consistency, accountability, and effectiveness. Identify and escalate risks or control gaps as appropriate.
• Champion fair customer outcomes through the prompt identification, escalation, and resolution of issues. Drive process improvements that enhance the customer experience while improving operational efficiency and quality.
• Manage workflow and staffing to ensure daily operational targets are met within standard business hours, minimizing overtime. Monitor volumes, productivity, and SLAs to optimize resource allocation and mitigate operational risk.
• Leverage data and performance metrics to manage team output, inform capacity planning, and support continuous improvement initiatives. Use insights to validate process enhancements and drive measurable results.
• Support and lead initiatives impacting the IRA servicing function, including process enhancements, system implementations, and vendor integrations, ensuring successful execution and alignment with business objectives.

Qualifications, Education, Certifications And/or Other Professional Credentials

• 2+ years of leadership or people management experience, with demonstrated ability to coach, develop, and lead high-performing teams.
• Strong knowledge of deposit accounts, specifically experience with IRAs.
• Familiarity with regulatory and compliance frameworks impacting servicing (e.g., state tax requirements, consumer protection expectations).
• Proven ability to manage operational risk and maintain a strong control environment.
• Strong analytical skills with experience using data to drive decision-making, improve performance, and support capacity planning.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across multiple teams and external partners.