Voya Services Company

Plan Management Manager

Hartford, CT · Staff+ · Part-time

Sponsorship not specified$97k-$122kDetected 23 days ago

AccessibilityProcess ImprovementLeadershipCommunicationCollaborationProblem SolvingCritical Thinking

About the role

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.

Monitor and optimize key performance indicators (KPIs), including average speed of answer, handle time, first call resolution, customer satisfaction, abandon rates, and routing metrics.
Lead the Plan Terminations function with hands‑on guidance for plan termination specialists, ensuring full plan terminations are executed smoothly.
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.
Perform other duties as assigned.
Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
Team Mentality: Partnering effectively to drive our culture and execute on our common goals.

Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Learn more about Critical Skills
Equal Employment Opportunity
Voya Financial is an equal-opportunity employer.
Reasonable Accommodations
Voya is committed to the inclusion of all qualified individuals.
Misuse of Voya's name in fraud schemes

Health, dental, vision and life insurance plans
Voya Retirement Plan - employer paid cash balance retirement plan (4%)
Tuition reimbursement up to $5,250/year
Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Learn more about Voya benefits (download PDF)

Together we fight for everyone's opportunity for a better financial future.
We will do this together - with customers, partners and colleagues.
Resolve escalated service and communication issues with customers.
Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
Partnering effectively to drive our culture and execute on our common goals.
At Voya, we have identified the following critical skills which are key to success in our culture:

Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.
As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations.
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

The Plan Management Manager provides direct oversight of the Sponsor Services Resolution Team, a phone‑based group supporting TPA Services.

This listing is sourced directly from Voya Services Company's careers page and normalized into a canonical job model.