Plan Management Manager

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. The annual base salary range for this position is $97,320 - $121,650 USD. In addition to base salary, Voya offers incentive opportunities based on the role. 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 Critical Skills 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. 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. #J-18808-Ljbffr Voya Financial