Who You Are

The Manager for Financial Benefits, Retirement will manage the success of the financial side of the retirement operations team, helping the team grow through analyzing ticketing trends, overseeing day-to-day operational tasks and projects, and identifying areas for improvement, and work with our external partners as well as our internal Product, Engineering, Finance, Customer Support, and Sales teams to provide new and existing customers with an incredible Benefits experience.

Do you have a passion for working with people and helping others grow professionally and personally? Are you a champion at leading projects and working collaboratively with team members and cross-functional teams? Do you enjoy leaning into complex problems and tackling them through critical analysis? Are you driven by delivering the best possible solutions that leave a practical and emotional impact on customers? Justworks has just the right opportunity for you! 

Your Success Profile

What You Will Work On

• Manage a team of professionals who are responsible for resolving retirement-related issues for Justworks members, dependents, and customers
• Oversee day-to-day team financial operations including:
  • Manage high-level financial issues with our Partner 
  • Forecast and plan future ticket volume and program growth to allow for volume of inquiries to scale with Justworks' growth
  • Supervise monthly, quarterly, and yearly plan audits, ensuring accurate reconciliations and reporting
  • Audit individual customer support tickets to evaluate quality and timeliness of responses
  • Oversee operational implementation of product-related projects
  • Manage and maintain documentation on internal controls to ensure SOX compliance
  • Identify areas for improvement in operational processes to ensure their scalability and simplicity
• Handle general management responsibilities including (but not limited to): Approving timecards and PTO
  • Fostering a collaborative and performance-driven environment by supporting team members in identifying areas of improvement and creating tailored development plans for each employee.
  • Providing regular feedback and conducting timely performance reviews
  • Ensuring accuracy, timeliness, and quality of the team's work
  • Holding regular 1-on-1s and leading team meetings
  • Approving timecards and PTO
• Establish and enforce standard operating procedures (SOPs) and service level agreements (SLAs) with internal and external partners
• Maintain close working relationships between Benefits Operations and Customer Support through regular check-ins and other established communications channels
• Work cross-functionally with Product and Engineering teams to oversee projects that address bug issues, incidents, tooling enhancements, and the scaling and growth of new products.
• Inform stakeholders of changes to benefit offerings and/or relevant processes and procedures
• Recommend and execute improvements to both customer-facing and partner-facing processes
• Performs other related duties as assigned

How You Will Do Your Work

As a Manager, Financial Benefits - Retirement, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following:

• Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.

• Ethical practice - the ability to integrate core values, integrity and accountability throughout all organizational and business practices.

• Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.

• Analytical - uses a logical reasoning process to break down and work through a situation or problem to arrive at an outcome.

• Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You're an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You're curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You're committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You're honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: "Everything should be made as simple as possible, but no simpler."

Qualifications

• Minimum of 5+ years of experience in operations, onboarding role or customer service related field required
• Minimum of 2 years of people and team management experience required
• Knowledge of 401(k) or pension plans required
• QPA, QKA, RPF certification, or equivalent strongly preferred
• Knowledge of SQL and Excel preferred
• Experience with ticket management systems and workflows strongly preferred
• Strong project management and execution skills required
• Relationship management experience required
• Strong written and verbal communication skills
• Extremely detail-oriented with great time management skills
• Experience working in a fast-paced, data-driven environment
• Some travel required

The base wage range for this position based in our New York City Office is targeted at $113,500.00-$124,850.00.