Associate Manager - RIS Operations - Defined Benefits

Responsibilities We are looking for an Associate Manager to join our Pensions Center of Excellence (CoE) team. In this role, you will lead a team of 10–15 Benefit Determination Analysts, Repetitive Benefit Analysts, and Client Service Specialists, ensuring operational excellence and high-quality service delivery. Experience Range - 10 - 15 Years Work Mode - Hybrid Shift Timings - 5.30 PM - 2.30 AM/6.30 PM - 3.30 AM Key responsibilities include: Managing day-to-day operational activities and workflow across the operations floor. Driving service delivery excellence through effective workload management, prioritization, and process governance. Monitoring and managing SLAs, productivity, quality, and turnaround time metrics. Coordinating with internal and external stakeholders to ensure seamless execution of client deliverables. Providing leadership, coaching, and performance management to team members. Identifying process improvement opportunities and driving operational efficiencies. Ensuring adherence to compliance, quality standards, and established business procedures. Managing escalations, mitigating risks, and ensuring timely resolution of issues. Delivering clear and effective communication to clients, stakeholders, and leadership teams. Qualifications 10 - 15 years of experience in US pension administration and operations. Strong domain expertise in Defined Benefit (DB) Pension Plans & Pension Risk Transfer (PRT). Extensive experience performing and reviewing complex manual benefit calculations, including: Death Benefits Disability Benefits Qualified Domestic Relations Orders (QDROs) Required Minimum Distributions (RMDs) Other complex pension events and calculations Experience supporting Pension Risk Transfer (PRT) initiatives. Minimum 5+ years of people leadership experience, including managing, coaching, and developing teams while driving operational performance, quality, and service delivery outcomes. Solid understanding of retirement plan rules and regulations, including IRS, DOL, and ERISA requirements, with the ability to interpret and apply regulatory guidelines to pension administration processes and benefit calculations. Strong analytical, problem-solving, and decision-making skills. Exceptional attention to detail, accountability, and ownership of deliverables. Ability to manage multiple priorities while maintaining a high standard of accuracy and client service. Additional Information Future-Ready Skills & Certifications Commitment to continuous learning and professional development, with a focus on industry-recognized certifications such as ASPPA (American Society of Pension Professionals & Actuaries) and LOMA (Life Office Management Association). Strong orientation toward digital adoption and systems proficiency, with the ability to effectively leverage and adapt to evolving retirement administration technology platforms. Ability to utilize data analytics, automation, and reporting tools to improve operational efficiency, enhance service delivery, and support informed business decision-making. Demonstrated learning agility and a proactive approach to upskilling in emerging trends, technologies, and best practices within the retirement services and financial technology landscape. Experience leading teams through process transformation, continuous improvement initiatives, and technology-driven operational changes. Growth mindset with a focus on innovation, operational excellence, and delivering a superior client and participant experience.