People Manager

Key Roles and Responsibilities

• Demonstrate strong knowledge of the Internal Revenue Code, ERISA, and applicable regulations governing defined contribution plans.
• Lead day-to-day operations and ensure adherence to service-level agreements, quality standards, regulatory requirements, and internal controls.
• Manage team performance through regular feedback, coaching, development planning, performance management, and succession planning.
• Drive recruitment, onboarding, training, employee engagement, and capability development.
• Identify and implement process improvements that enhance efficiency, quality, customer experience, scalability, and cost effectiveness.
• Monitor operational performance, capacity, backlogs, and system dependencies to minimize service disruptions and processing delays.
• Proactively identify, assess, mitigate, and escalate operational, compliance, technology, and customer-impacting risks.
• Coordinate with cross-functional teams, technology partners, support functions, auditors, and senior leaders to ensure business and operational requirements are met.
• Provide timely and accurate reporting and analysis of business drivers, key performance indicators, service metrics, risk indicators, and productivity measures.
• Analyze performance trends, conduct root-cause analysis, and implement corrective and preventive actions.
• Support forecasting, capacity planning, budgeting, resource allocation, and long-term operational planning.
• Lead governance routines, business reviews, audits, compliance reviews, and the timely closure of identified actions.
• Maintain current standard operating procedures, controls, documentation, and business continuity plans.
• Lead projects and change initiatives from planning through implementation, ensuring effective communication, stakeholder alignment, risk management, and adoption.
• Maintain confidentiality and protect customer, employee, and business information.
• Foster a culture of accountability, collaboration, inclusion, customer focus, and continuous improvement.

Required Skills and Competencies

• Strong knowledge of defined contribution plan operations, regulatory requirements, and industry practices.
• Strong people-leadership skills, including coaching, performance management, delegation, conflict resolution, and talent development.
• Excellent stakeholder-management, influencing, negotiation, and relationship-building skills.
• Strong operational-risk and control mindset.
• Strong analytical, critical-thinking, problem-solving, and decision-making capabilities.
• Ability to interpret data and translate findings into clear, actionable recommendations.
• Strong project-management and change-management capabilities.
• Excellent written, verbal, presentation, and facilitation skills.
• Self-motivated, proactive, accountable, and results-oriented.
• Ability to manage multiple priorities and make sound decisions under pressure.
• Strong attention to detail and commitment to accuracy, quality, and compliance.
• Ability to learn new processes, systems, policies, and procedures quickly.
• Proficiency in Microsoft Excel, PowerPoint, Word, and Outlook; experience with reporting or data-visualization tools is preferred.
• Open to work in late night shifts if required.