Corporate Bundled - Senior Plan Manager

godirect; Massachusetts; Hybrid; USD 80,000 - 120,000; Full time

Job summary

Voya Financial is seeking an experienced client service professional to manage relationships with sponsored retirement plans. You will serve as the primary contact for complex client relationships, resolving service issues and collaborating with Sales, Recordkeeping, and Operations to ensure superior client experiences.

The role emphasizes client retention, operational excellence, and mentoring new staff while supporting plan sponsors, distributors, and TPAs.

Qualifications

• HS Diploma or GED.
• Five (5) or more years of financial services industry experience.
• Strong customer service experience and relationship management skills.
• Experience managing highly sensitive and at-risk client relationships.
• Demonstrated ability to resolve complex customer service and communication issues.
• Strong collaboration, problem-solving, and communication skills.

Responsibilities

• Serve as the primary customer contact for assigned sponsored retirement plans, including complex and sensitive client relationships.
• Resolve service and communication issues through direct interaction with plan sponsors, customers, and internal business partners, including Money In, Money Out, and Technical Services teams.
• Participate in relationship management activities with plan sponsors and customers to support client satisfaction and retention.
• Collaborate with Sales, Recordkeeping, and Operations teams to ensure plan alignment and effective service delivery.
• Contribute to product development initiatives and process improvement efforts while promoting products, services, and automation opportunities based on client needs and assets.
• Directly resolve complex service and communication issues while managing highly sensitive and at-risk client relationships.
• Identify and support plan retention opportunities with sponsors, distributors, and third-party administrators (TPAs).
• Assist with training and mentoring new employees.
• Support plan management 800-number call activities as assigned.
• Perform other duties as assigned.

Skills

Customer service

Relationship management

Communication

Problem solving

Collaboration

Education

HS Diploma or GED

Bachelor's degree in Business Administration

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.

Get to Know the Opportunity

Join a team dedicated to delivering exceptional retirement plan service and client experiences. In this role, you will manage relationships with complex sponsored retirement plans, serving as a trusted partner to plan sponsors and key stakeholders. You'll collaborate across multiple business functions to drive client satisfaction, client retention, and operational excellence while supporting service enhancements and process improvements. This is an exciting opportunity to work with high-profile clients and contribute to the long-term success of both our customers and the business.

The Contributions You'll Make

• Serve as the primary customer contact for assigned sponsored retirement plans, including complex and sensitive client relationships.
• Resolve service and communication issues through direct interaction with plan sponsors, customers, and internal business partners, including Money In, Money Out, and Technical Services teams.
• Participate in relationship management activities with plan sponsors and customers to support client satisfaction and retention.
• Collaborate with Sales, Recordkeeping, and Operations teams to ensure plan alignment and effective service delivery.
• Contribute to product development initiatives and process improvement efforts while promoting products, services, and automation opportunities based on client needs and assets.
• Directly resolve complex service and communication issues while managing highly sensitive and at-risk client relationships.
• Identify and support plan retention opportunities with sponsors, distributors, and third-party administrators (TPAs).
• Assist with training and mentoring new employees.
• Support plan management 800-number call activities as assigned.
• Perform other duties as assigned.

Minimum Knowledge & Experience

• HS Diploma or GED
• Five (5) or more years of financial services industry experience.
• Strong customer service experience and relationship management skills.
• Experience managing highly sensitive and at-risk client relationships.
• Demonstrated ability to resolve complex customer service and communication issues.
• Strong collaboration, problem-solving, and communication skills.

Preferred Knowledge & Experience

• Bachelor's degree in Business Administration or an equivalent combination of education and experience.
• Experience supporting retirement plans or sponsored plan administration.
• Experience working with plan sponsors, distributors, and third-party administrators (TPAs).
• Experience collaborating with cross-functional teams, including Sales, Operations, and Recordkeeping.
• Previous training, coaching, or mentoring experience.
• Knowledge of retirement plan products, services, and industry regulations.

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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 references 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 regular