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DC Operations Manager

Summary

A Defined Contribution (DC) Operations Manager is responsible for managing operational performance for one or more complex clients. An operations manager may also be responsible for the operational performance for a book of complex clients under an aligned Performance Team. This includes meeting and exceeding contractual performance standards and defined operational measures. The Operations Manager is responsible for end to end internal delivery of work and has several key accountabilities: ensuring all ongoing work is completed with quality and delivered timely, driving excellent client delivery, driving continuous improvement, and coaching and developing colleagues. An Operations Manager maintains relationships through exceptional leadership skills. The Operations Manager defines the key indicators of success for their team; drives customer and client focus and is responsible for building a sustainable delivery mode. The Operations Manager enables the team to deliver projects with quality leveraging best practices, and improve standard operations practices within the team. The operations manager is also responsible for ensuring work is distributed and channeled into the right performance team along with all steps with transitioning (new work) are completed between teams.

Job Responsibilities

  • Ongoing Delivery and Team Management
    • Leads performance team or Client team to ensure high quality, on time, on budget, client deliverables
    • Tracks and improves capacity and utilization of resources
      • Ensure performance teams and client teams have their blueprints created/updated
      • Adjust resources based on supply/demand
    • Coaches and develops colleagues to enable an end to end understanding of process and work delivery keeping the participant and the client perspective at the center
      • Identify training opportunities and implement necessary action steps.
      • Builds talent pipeline and partners with colleagues to determine growth opportunities with a focus of building unmatched talent
    • Identify and implement process improvements:
      • Identify process improvement opportunities, manage through change order process, and measure outcomes.
    • Uses metrics and data to improve results
    • Ensures processing guides are updated based on requirements and reviewed annually for changes
    • Collaborates with client teams, technology, and shared service teams
  • Business Acumen
    • Ensures blueprints contain accurate billing numbers
    • When defect processing occurs conducts root cause analysis, mitigates risk, and implements action plans in conjunction with the related performance team managers
  • Operational Management
    • Assign and manage work with the performance teams and client teams, including but not limited to:
      • Ensuring completion of all work activities and closing of Maestro tasks
      • Reviews analyst work for quality
      • Responsible for cross training and sharing of resources across client and performance teams
      • Ensures that work activities are being conducted by the appropriate party
      • Is responsible for making sure that priority is assessed and tasks are performed based on urgency
      • Leverages the Operating System to drive deep root cause and preventive actions
      • Accountable and responsible for transition of new work into the performance teams as needed
  • Core Responsibilities
    • Manage the transition of work to their aligned Performance Team from the Client Service teams as new work is identified
    • Partner and collaborate with Technology and Client Service teams to identify and implement improvements to ongoing processes using root cause analysis and translate them into ongoing delivery improvement initiatives
    • Identify training opportunities and implement necessary action steps by working alongside performance team managers
    • Work with the QPT to monitor DC Operational Health metrics related to their aligned Performance team
    • Lead daily huddles weekly operational status meetings to discuss projects/workload, questions and priorities
    • Provide oversight for ongoing delivery of work
    • Understand contractual measures and performance agreements
    • Ensuring each performance team’s Processing Calendar is up to date and changes are made to it, as needed and teams review it quarterly/annually
    • Reviewing work prior to releasing it to the client/client

Knowledge & Skills

  • Strong client relationship skills
  • Strong understanding of defined contribution domain
  • Effective communication skills; client listening and influencing
  • Strong coaching and feedback skills; ability to manage a team of colleagues including virtual workers
  • Ability to effectively manage internal and external projects plans, run status meetings and project management updates
  • Strong analytical and problem-solving skills; Advanced knowledge of managing operations and/or deep knowledge of system capabilities and functionality; ability to drive decisions and continuous improvement using data and Operating System
  • Solid understanding change order governance
  • Strong financial acumen – including the ability to estimate and monitor project costs and budgets, and do cost benefit analysis
  • Knowledge of TBA system capabilities and functionality and SDLC
  • Understanding of the Shared Service groups and ability to work with/leverage them effectively
  • Knowledge of internal policies, tools, and resources and Health and Wealth Solutions operational best practice

Education & Experience

  • Bachelor's Degree
  • 10+ year’s related work experience

Salary

  • $90,000 - $100,000 (Depending on Experience)