Retirement Services Manager

Leadership:
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.

Risk Management:
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.

Customer Focus:
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.

Expense & Capacity Management:
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.

Data-Driven Decision Making:
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.

Preferred Qualifications

• 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.
   

Hours per Week: 40