Job Description

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Key responsibilities:

• Oversee day-to-day processing of DB pension benefit calculations (e.g., estimates, retirements, QDRO, DRO, death, terminations).
• Manage end-to-end payment processing operations including validation, authorization, and transaction tracking.
• Monitor workflow queues and ensure SLAs and accuracy targets are consistently met.
• Ensure accurate application of plan provisions and actuarial guidelines.
• Drive root cause analysis (RCA) and implement preventive measures for processing errors.
• Lead and mentor a team of processors and senior analysts.
• Conduct regular performance reviews, coaching, and skill-building interventions.
• Manage team scheduling, leave planning, and resource allocation to meet volume demands.
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Handle escalations
• Provide inputs on process and system to the team members
• Act as the first point of escalation for operational issues.
• Participate in client governance calls and share performance dashboards.
• Collaborate with clients for process updates
• Identify opportunities for automation, Lean practices, or workflow optimization.
• Prepare MIS, daily/weekly reports, and executive summaries for internal and client review.
• Support transitions, migrations, or new plan onboarding as needed.
• Continue to build additional knowledge and understanding of the client's business
• Perform other duties as needed

Performance Parameters:

• Process performance - as per agreed KPIs
• Quality and Productivity Improvement
• Turn Around Time SLA monitoring
• Level of subject matter expertise

Primary Internal Interactions:
Manager / Sr. Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking support
Education Requirements / Work Experience / Skill Set:

• Bachelor's degree with 3 - 5 years of experience
• Candidates with relevant business experience (Defined Benefits - Retirements) will be preferred
• Responsible for meeting close deadlines with high accuracy and minimal rework
• Effectively balance quality, timeliness, TAT and productivity standards of the team
• Strong quantitative, data & analytical skills required
• Hands-on experience with pension admin platforms and tools like Excel, SharePoint, Workflow systems.
• Excellent oral and written communication skills
• Ability to work independently
• Ability to drive possible process improvements
• High attention to detail, process orientation, and problem-solving ability.

Value & Behavior:

• Customer Service Orientation
• Quality Orientation
• Empathy for effective on the job coaching and feedback