Operations Manager I - Plan Documents (Hybrid - Madison, WI)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Purpose: 

This role will oversee plan document processes including:  process controls, QC and governance to ensure documentation complies with IRS, ERISA, and DOL requirements as well as internal service standards. This position will lead the team responsible for executing processes regarding documents, restatements, and amendments. Ensure alignment of plan designs to approved standards that reduce complexity and support operational efficiency and client compliance. They will support the operational model that supports both pre-sale and post-sale phases through plan document setup prep, documentation review, and alignment with recordkeeping system. Collaborate with internal partners, including Client Services, New Business and Legal/Compliance teams to ensure plan document compliance / operational alignment and streamlined client experience. Lead document-related process improvements and projects to ensure firm compliance with new regulations and competitive client experience.

Job Responsibilities: 

• Leadership / Coaching

  • Provides day-to-day leadership and supervision to team  members

  • Assists in coaching team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions

  • Inspires team to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations

  • Fosters a positive work environment

  • Develops and maintains productive working relationships with team members-some of which may be field based

• Career Development / Performance & Dialogue

  • Set goals and standards of performance for the team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks

  • Provides ongoing dialogue to team members about their performance

  • Coaches and helps establish individual development and career plans

  • Coordinates with Learning Consultant on career development opportunities

• Performance Management

  • Completes Quality Assurance reviews for team members

  • Ensures staff compliance with company processes, federal and/or state regulations as required

  • Monitors and evaluates Quality Assurance and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets

  • Analyze periodic performance indicators and communicate regularly to team members

  • Prepares employee performance appraisals and merit recommendations

• Issue Resolution

  • Investigates and resolves issues as required - whether customer issues, team issues or departmental issues

• Operations Management / Continuous Improvement

  • Identifies, designs and makes recommendations for process changes to improve customer experience

  • Maintains an awareness of TruStage and Collateral Protection Insurance

  • Promotes and maintains a positive, professional image of TruStage

  • Participates in specials projects as assigned by manager

• Communication

  • Informs team of changes, potential changes and other pertinent information affecting the department

  • Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed

  • Supports the on-site dissemination of TruStage corporate-wide and Center-specific communications (i.e., bulletin boards, video monitors, peer recognition, etc.)

• Business Continuous Improvements

  • Identifies and makes recommendations for process changes to improve customer experience

  • Notifies leadership of any issues that require exceptions to the normal process procedures

  • Provides assistance to other departments (Claims, Product Administration, Product, an