Manager Digital Correspondence

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Job Summary: -

The Manager – Digital Correspondence serves as a subject matter expert, leading email and general correspondence operations while driving research-based activities such as Web SR, 15-day hold accounts, SR reviews, and dashboard creation for LMN and Core segments. The role involves close collaboration with cross-functional stakeholders to ensure efficient and high-quality service delivery. Additionally, the manager is responsible for overseeing team performance, including training, mentoring, quality assurance, and reporting, while driving workforce planning, forecasting, and operational efficiency. The position also entails managing performance evaluations, employee development, and compensation recommendations to build a high-performing and motivated team.

Primary Duties and Responsibilities: -

• Establishes operational objectives and work plans. Delegates assignments to subordinates.
• Develops, modifying, and executes policies and procedures.
• Serves as first point of escalation for issues or activities.
• Manages and oversees the activities of the Participant Services team with focus on business plan and corporate goals.
• Work in partnership with internal departments in sending the requested correspondence to participants.
• Provide additional support on any adhoc project or new activities identified for transition from participant services department.
• Assist the director with special projects, training and development, process improvement and issue escalation.
• Works closely with Managers & Director in a leadership role.
• Demonstrates ability to solve complex service issues and collaborate with leadership on solutions.
• Staffing - assesses staffing needs, conducts prospective employee interviews, and makes decisions regarding the hiring of new employees. Conducts performance evaluations and manages staff issues according to company and divisional policies. Performs/assists in compensation during year end performance review, also taking necessary disciplinary action if necessary.
• Career Development & Coaching - responsible for the development of staff. Conducts monthly one-on-one meetings and ongoing coaching with staff. Provides ongoing feedback regarding quality of work to team members and works to improve processes and overall quality for the team/department.
• Ensures team performance meets and exceed function/department goals, quality targets, and service level expectations. Monitors individual reconciler statistics to ensure they are within established guidelines. Prepares reports measuring/detailing performance, including monthly management reports.
• Demonstrated capability to solve escalated or complex issues with little to no supervision or guidance.
• Demonstrated ability to form strong business partner relationships which drive enterprise results and advisor satisfaction and trust.
• Other duties as assigned.

Background and Qualifications:

• Bachelor’s degree in any stream with an 8-10 years’ experience
• Knowledge of retirement plan recordkeeping preferred
• Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook email, Adobe, Chrome/Internet Explorer knowledge
• Ability to work independently and in a team environment
• Strong analytical ability in solving business and technical problems
• AASPA certification on retirement domain preferred
• Strong attention to detail required.
• Intermediate experience and demonstration of organization and problem-solving skills.
• Intermediate ability to multi-task and prioritize workload while assisting less experienced colleagues.
• Demonstrated ability to collaborate and develop relationships with peers and management acting as a guide and Subject Matter Expert.
• Basic knowledge of Six Sigma tools & concepts preferred.
• Excellent organization, prioritization and planning skills required.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.