Plan Management Manager

Job description

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Get to Know the Opportunity: The Plan Management Manager provides direct oversight of the Sponsor Services Resolution Team, a phone‑based group supporting TPA Services. You will ensure seamless operation of a dedicated 800 line and shared mailbox, both essential for maintaining high levels of client accessibility and uninterrupted service. In addition, you will lead the Plan Terminations function, ensuring plan liquidations are executed smoothly and efficiently. Please Note: This position has been designated as a hybrid-office/home role. Details of your in‑office schedule will be finalized with your manager. The Contributions You’ll Make: Monitor and optimize key performance indicators (KPIs), including average speed of answer, handle time, first call resolution, customer satisfaction, abandon rates, and routing metrics. Oversee the shared mailbox coverage model, ensuring effective management of out‑of‑office and overflow support across TPA Services. Lead the Plan Terminations function with hands‑on guidance for plan termination specialists, ensuring full plan terminations are executed smoothly. Serve as the escalation point for complex termination scenarios, including plans with residual complexities or those involving client acquisition or rollover. Provide operational coverage and act as a resource for colleagues and leadership when needed. Coach, mentor, and manage performance to foster a culture of accountability, collaboration, and strong customer‑centric focus among managers and plan managers. Manage and direct activities of direct and indirect staff in all aspects of the Plan Management function. Collaborate with sales, recordkeeping, and operations staff to ensure plan alignment; advise staff on plan retention opportunities, sponsors, distribution, and TPAs. Contribute to product development and process improvement initiatives. Resolve escalated service and communication issues with customers. Perform other duties as assigned. Minimum Knowledge & Experience: Bachelor’s degree in business administration or equivalent. 6+ years of experience in Plan Management/Retirement Services; 2+ years of supervisory experience. In‑depth knowledge of the financial services industry and related legal/compliance issues. Knowledge of systems, technology, and equipment. Strong leadership skills; ability to handle multiple priorities; strong oral and written communication skills. Compensation Pay Disclosure: Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $97,320 - $121,650 USD Be Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well. What We Offer Health, dental, vision and life insurance plans 401(k) Savings plan – with generous company matching contributions (up to 6%) Voya Retirement Plan – employer paid cash balance retirement plan (4%) Tuition reimbursement up to $5,250/year Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day. Paid volunteer time — 40 hours per calendar year Learn more about Voya benefits (download PDF) Critical Skills At Voya, we have identified the following critical skills which are key to success in our culture: Customer Focused : Passionate drive to delight our customers and offer unique solutions that deliver on their expectations. Critical Thinking : Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution. Team Mentality : Partnering effectively to drive our culture and execute on our common goals. Business Acumen : Appreciation and understanding of the financial services industry in order to make sound business decisions. Learning Agility : Openness to new ways of thinking and acquiring new skills to retain a competitive advantage. Learn more about Critical Skills Equal Employment Opportunity Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities . Misuse of Voya's name in fraud schemes