Job Title: Senior Operations Manager – Retirement Services (401(k))
Location: Alabang, Muntinlupa City - Onsite
Reports To: Director of Retirement Services Operations / Vice President Operations
Job Summary
We are seeking an experienced Senior Operations Manager to lead and oversee retirement services operations, with a primary focus on 401(k) plan administration, participant services, regulatory compliance, and operational excellence. The ideal candidate will possess deep expertise in retirement plan operations, ERISA regulations, client management, process optimization, and people leadership. This role is responsible for ensuring high-quality service delivery, operational efficiency, compliance adherence, and achievement of business objectives
Key Responsibilities
Operations Management
- Lead end-to-end retirement services operations supporting 401(k), 403(b), and other defined contribution plans.
- Oversee daily processing activities, including:
- Contributions and payroll processing
- Distributions and withdrawals Loans and hardship requests
- Rollover transactions Plan conversions and implementations
- Participant account maintenance
- Establish operational goals, service standards, and performance metrics.
- Drive continuous process improvement initiatives to enhance productivity and service quality.
- Ensure adherence to Service Level Agreements (SLAs) and operational KPIs.
Leadership & Team Management
- Manage, mentor, and develop operations managers, team leads, and retirement services specialists.
- Foster a high-performance, customer-focused culture.
- Conduct performance reviews, coaching sessions, and succession planning.
- Lead workforce planning, resource allocation, and capacity management activities.
- Compliance & Risk Management
- Ensure compliance with ERISA, IRS, DOL, SEC, and other applicable retirement plan regulations.
- Monitor operational controls and implement risk mitigation strategies.
- Partner with compliance, legal, and audit teams during internal and external audits.
- Maintain up-to-date knowledge of legislative and regulatory changes impacting retirement plans.
Client & Stakeholder Management
- Build strong relationships with plan sponsors, advisors, trustees, custodians, and internal stakeholders.
- Act as an escalation point for complex operational issues and client concerns.
- Participate in client reviews, governance meetings, and business presentations.
- Support client retention and growth initiatives through exceptional service delivery.
- Process Improvement & Transformation Identify automation opportunities and implement operational efficiencies.
- Utilize Lean, Six Sigma, or similar methodologies to improve performance.
- Lead strategic projects involving system enhancements, workflow redesign, and operational transformation.
- Analyze operational data and provide actionable recommendations to senior leadership.
- Reporting & Analytics
- Develop and present operational dashboards and executive reports.
- Monitor trends in service quality, productivity, risk, and customer satisfaction.
- Utilize data-driven insights to support business decisions and resource planning.
Required Qualifications
Education
- Bachelor's degree in business administration, Finance, Accounting, Economics, or related field.
- Master's degree (MBA or equivalent) preferred.
- Experience10+ years of experience in retirement services, financial services, or benefits administration.
- 5+ years of leadership experience managing large retirement operations teams.
- Extensive experience supporting 401(k) plan administration and retirement plan operations.
- Proven experience managing client relationships and operational transformation initiatives.
Technical Knowledge
- Strong knowledge of:401(k) and Defined Contribution Plans
- ERISA regulations
- IRS and Department of Labor requirements
- Retirement plan recordkeeping systems
- Plan administration processes
- Participant servicing operations
- Experience with retirement platforms such as Fidelity Empower
- Vanguard Alight Voya Principal. Rowe Price Other record keeping systems
Preferred Qualifications
- ASPPA, QKA, QPA, CPC, CRPS, or related retirement industry certifications.
- Lean Six Sigma Green Belt/Black Belt certification.
- Experience managing offshore/onshore operations teams.
- Experience in large-scale process transformation and automation programs
Key Competencies
- Strategic Leadership
- Retirement Plan Expertise
- Regulatory Compliance
- Operational Excellence
- Client Relationship Management
- Risk Management
- People Development
- Process Improvement
- Analytical Thinking
- Executive Communication
- Stakeholder Management
- Decision Making
- Performance Metrics
- SLA Achievement
- Operational Accuracy
- Client Satisfaction Scores
- Compliance & Audit Results
- Productivity & Efficiency Improvements
- Employee Engagement & Retention
- Risk Reduction Metrics
- Cost Management Targets
- Compensation & Benefits
- Competitive salary
- Performance-based bonus
- Health and wellness benefits
- Retirement savings program
- Paid time off
- Professional development opportunities
