Job Description

This role is primarily responsible for Client Relationship Management at the Program Level and Performance & People Management.

Duties include but are not limited to:

Capacity Planning and staffing plans for the process based on medium term business forecast.

Negotiating and finalizing SLAs with the Client.

Establishing a review/reporting mechanism with the Client.

Developing and approving incentive plans.

Develop case studies, show case the business and participate in business acquisition.

Review progress of attrition action plans and check effectiveness.

Provide leadership to team of lead assistant managers, team leaders and agents.

Setting goals that align with organizational objectives. Develop and implement actionable strategies to help the team meet targets and client expectations.

Ensure compliance with internal policies and procedures, external regulation and information security standards.

Operations leads for the purpose of offering guidance and support.

• 8 years of experience with Life and Annuities Retirement Plan Services

• General loans eligibility and Transaction processing
• Hardship Withdrawals and High-Risk Transactions
• Pension Risk Transfer
• Defined Benefit Plan assessment
• Distribution processing including Withdrawal and Rollover
• Systematic Eligibility options and RMD discussion

• Represented the Retirement Services Client Exchange Program in 2018 (visited the client Headquarters in the US - Training and exchange of product knowledge and sharing of best practices)

• 2 years of experience as a Quality Analyst

• We identify opportunity trends and provide feasible action plan and provide Quality perspectives on call reviews requested by clients.
• Evaluate calls and ensure reps are following business standards
• Ensure regulatory standards are complied
• CARE Quality certified

• LOMA 280 certified

• 5 years solid operational experience

• 3 years as Assistant Manager
• 2 years of experience Lead Assistant Manager and overseeing Quality Reviewer function on high dollar value transactions

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