Technical Lead, Retirement Document Services

Role overview Guide document operations for employer retirement plans, serving as a subject matter expert on document workflows and related projects. The work combines accurate, timely delivery of plan document packages with staff training, process improvement, and oversight of automated document activity.

Responsibilities - Manage plan document events and tasks, including needs assessments, service definitions, and coordination among involved parties. - Represent document services in product and project discussions, contribute process expertise, and help document changes. - Train colleagues and update procedures as workflows evolve. - Oversee automated and high-volume document processes, and identify further opportunities for automation. - Lead process improvement work, including analysis, testing support, quality controls, and procedural updates. - Monitor client issues and service risks, provide input to reports, and escalate matters that could affect satisfaction or create financial exposure. - Coordinate several document projects against established schedules or budgets and coach other team members.

Requirements - Bachelor’s degree in accounting, business, mathematics, or equivalent work experience. - At least 3 years in retirement services, including client service experience. - Strong knowledge of retirement plans, ERISA, Department of Labor and IRS regulations, and individually designed or prototype plan documents. - Clear written and verbal communication, presentation, client service, facilitation, negotiation, and conflict-resolution skills. - Analytical judgment and ability to resolve problems, manage competing deadlines, and escalate consequential issues appropriately. - Computer literacy with recordkeeping and trust systems; proficiency in Microsoft Word, Excel, Access, and Visio. - Ability to handle confidential information securely and work collaboratively toward service goals.

Nice to have Experience with plan document generation systems.