Manager/Senior Manager, Defined Benefit Operations

Job Description:

**The team is open to hiring a Manager or Senior Manager depending on the qualifications of the selected candidate**

The Manager, Defined Benefit Operations leads a team of 10–15 Defined Benefit Specialists and is accountable for the quality, accuracy, and productivity of the team’s work. This leader plays a key role in WI Client & Participant Services, fostering a high‑performance culture and ensuring exceptional client satisfaction. You will manage daily operations for a complex Defined Benefits team (Calculations and/or Employee Resolution), providing strong oversight, process discipline, and partnership with offshore support. Major responsibilities include:

• Communicate organizational goals, values, and expectations clearly across the team.
• Coach, mentor, and develop team members to support performance, growth, and career development.
• Monitor team metrics, addressing performance gaps and driving continuous improvement.
• Improve operational processes to increase efficiency and reduce cost per participant.
• Manage operational risk by exercising sound judgment and ensuring adherence to legal and compliance requirements.
• Oversee capacity planning, resource allocation, budgeting, and succession planning to ensure operational stability.
• Collaborate across Defined Benefits business partners to pursue cohesive business goals.
• Drive a customer‑focused culture and support quality initiatives.
• Anticipate and lead organizational and operational change using data and business insight.

• BS/BA preferred; MBA a plus
• 5+ years of benefits outsourcing plan administration experience
• Proven leadership record with strong communication skills
• Strong operations background, especially in process management and improvement
• Experience in financial services and/or DB outsourcing, ideally with Fortune 1000 clients
• Strong analytical and problem‑solving skills, including root‑cause analysis
• Demonstrated initiative in solving operational challenges and implementing improvements
• Ability to lead teams through change and work cross‑functionally
• Knowledge of transaction processing systems and participant databases
• Proficiency in Microsoft Office

The Manager, Defined Benefit Operations builds strong, influential partnerships across internal teams to ensure high client satisfaction. Core responsibilities include:

• Hiring, developing, motivating, and directing staff
• Ensuring documentation of standard methodologies and compliance adherence
• Maintaining tools and workflows to meet SLAs and support client needs
• Monitoring productivity, quality, and volume‑related risk
• Implementing process improvements to enhance quality and efficiency