Service Delivery Ops Associate Manager

Skill required: Retirement Solutions - Retirement Planning Services


Designation: Service Delivery Ops Associate Manager


Qualifications:Any Graduation


Years of Experience:10 to 14 years


What would you do?
We help insurers redefine their customer experience while accelerating their innovation agenda to drive sustainable growth by transforming to an intelligent operating model. Intelligent Insurance Operations combines our advisory, technology, and operations expertise, global scale, and robust ecosystem with our insurance transformation capabilities. It is structured to address the scope and complexity of the ever-changing insurance environment and offers a flexible operating model that can meet the unique needs of each market segment.Retirement solution is a comprehensive process to understand how much money you will need when you retire. Retirement solution also helps you identify the bestCovers the full range of services needed throughout a plans life, including plan development & enhancement, sales & marketing, plan sponsor/institutional client onboarding/management, participant enrollment/management, sponsor and member servicing & reporting. Their products consist of individual retirement accounts (Roth IRA), college savings accounts, guaranteed investment contracts, fixed & variable deferred annuities (qualified & non qualified), as well as corporate retirement funds.


What are we looking for?

Services clients, drives best practices, and improves client outcomes through excellent customer service and operational excellence.

Respond to client service needs and own end to end identified tasks through a centralized service model.

Provides operational and administrative support including but not limited to online remittance support, file exchange, involuntary distributions, lost earnings calculations, plan document and plan design support, plan remediations,

Builds institutional knowledge and relationships while enhancing functional understanding of recordkeeping services and products.

Submits and tracks service request work items appropriately in partnership with business partners.

Perform Root cause analysis on errors/ service issues.

Drive process improvement initiatives.

Drive team to meet SLA adherence.

Ability to manage team in critical situations and drive holistic engagement.·Hands on with process reporting:SLA , TAT, Quality, AHT, NIGO , RCA ·Excellent People Leadership skills·US Retirement Services domain – Defined Contributions - Institutional Services ·Experience in US Monetary Process (Contributions, Distributions, Refunds, Forfeitures, Loans, Adjustments etc.)·US Retirement Middle Office / Plan Level documentation knowledge preferred in addition to experience in participant services.·Knowledge of handling Participant Census data.·Review and updates plan configuration fields. ·Good Attention to detail with research and timely resolution ability.·Ability to work in centers of excellence model. ·Excellent written communication skills ·ASPPA Certified (Preferred) ·CRPS (Preferred)

Roles and Responsibilities:

·Assist Client Facing personnel on middle office and back-office activities.·Support Plan Sponsors and Administrators on plan level activities that include but are not limited to contribution services, withdrawals & distributions, loans, reporting & Recordkeeping system updates, involuntary distributions and lost earnings calculations ·Support clients on research and resolution of issues related to benefit services like Eligibility Services, Online Salary Deferral & Enrollments, Auto Services, Vesting calculations.·Support Plan Management activities like Plan Document Services, Plan reporting & audit, Adjustments and remediations, Participant escalations, plan focus support.·Assist clients in correction of any plan / participant level data issues.·Co-ordinate between client facing and operations teams to resolve client issues/escalations.

 Qualifications 
Any Graduation