Plan Management Manager

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. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now 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.

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