Lead Associate

Voya India; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Voya India, headquartered in Bangalore, seeks a seasoned client service specialist to manage day-to-day relationships for Retirement, Employee Benefits, and Investment Management services. You will act as the primary client contact and ensure timely resolution of plan and participant issues through close coordination with Operations, Call Center, Legal, and Consulting teams.

Responsibilities include delivering accurate plan administration, auditing support, and strong data management.

Qualifications

• Graduation is required.
• Retirement domain experience is essential.
• Excellent client relationship management and service skills.
• Analytical, highly organized and strategic.
• Proficient in MS Office and Excel.

Responsibilities

• Act as primary day-to-day client contact and liaison.
• Coordinate with Operations, Call Center, Legal, and Consulting teams.
• Ensure accurate and compliant plan administration.
• Resolve plan and participant issues promptly.
• Lead service reviews and regular client calls.
• Prepare monthly client reporting and ad hoc reports.
• Maintain plan and participant data and support audits.

Skills

Retirement domain experience

Client relationship management

Strong customer service skills

Analytical

Highly organized

Strategic thinking

Education

Graduation

Tools

MS Office

Excel

Job description

Voya India (earlier VFISLK) started out as a joint venture between U.S. financial services company Voya Financial and SLK, a software services company and is head quartered at Bangalore. As of Aug 2023, we are a wholly owned subsidiary of Voya Financial. We are a dynamic technology & business process transformation company that provides world‑class technology & business process management services, with an emphasis on quality, speed & optimization driven through automation. We support and deliver innovative solutions to Voya’s Retirement, Employee Benefits, and Investment Management businesses.
More information about us is available at: https://www.voyaindia.co

Role Summary:
Acts as the primary day ‑ to ‑ day client contact, ensuring timely resolution of plan and participant issues through effective coordination with Operations, Call Center, Legal, and Consulting teams. Delivers accurate and compliant plan administration by providing subject ‑ matter expertise, audit support, and strong data management. Strengthens client relationships and retention by leading service reviews, reporting, and proactive issue resolution across multiple plans.

Primary client contact for all day to day customer service requests and acts as a liaison

between the client, Operations, and the Call Center

2nd level of client day/day contact

Participates in regularly scheduled client calls and on demand meetings

Available to participate in service reviews

Internal/External Audit support

Provides customer support for routine inquiries or requests

Resolves plan and participant level issues

Coordinates all internal resources and questions from client (Legal, Qualified Plan

Consulting) and facilitates to resolution

Coordinates with internal operations departments to ensure accurate, complete, and timely

processing of transactions

Participates in relationship management and identifies and assists with plan retention

Supports plan operation through resolution of sponsor & sponsor-initiated inquiries

Maintenance of plan and participant data, and problem research and resolution

Handle Multiple Clients

Ensure best practices used across clients

Back up structure for client coverage

Responsible for monthly client reporting

Preparation of ad hoc reporting

Education:
Graduation

Primary Skill:

Retirement Domain Experience is must

Partnership and Client Relationship Management

Engaging

Strong Customer Service Skills

Analytical

Highly Organized

Strategic

Secondary Skill:

Solid technical aptitude of MS Office with strong excel