Join a great place to work with MissionSquare Retirement, a FINANCIAL SERVICES LEADER in public sector employee retirement products and services. Headquartered in Washington, DC, MissionSquare Retirement was founded to provide portable retirement benefits for city and county managers, enabling accumulated retirement assets to be transferred between employers. Today, MissionSquare Retirement serves more than 1.5 million participant accounts, and more than 9,000 retirement plans across the country. We have an extraordinary talent base and invite you to consider joining MissionSquare Retirement's Client Experience Team.
The Client Experience Operations Process Owner will play a key role in supporting our business operations. The candidate will be responsible for monitoring and analyzing performance of the business process to ensure our strategic partner is meeting efficiency and quality metrics. The candidate will also identify, report, and research defects as it relates to business processes. The candidate will collaborate with cross-functional teams / strategic partner and communicate changes with internal stakeholders / strategic partner.
Essential Functions for this role include: - Identify, track, manage, and implement function-related initiatives and new projects for continuous improvement
- Manage changes to the process, including updates to procedures or technology
- Act as a subject matter expert / resource to solve function-related issues
- Understand and meet customer and service requirements
- Own any forms related to the process
- Ensure process documentation exists and is maintained
- Monitor and analyze performance with relevant efficiency and quality metrics
- Identify, resolve, or escalate issues and risks, when necessary
- Audit transactions where necessary (e.g., distributions)
- Communicate process objectives, changes, and performance to stakeholders (including our strategic partner) and solicit feedback
- Understand web and mobile pages impacting the process
- Provide periodic testing of fixes or enhancements to the process
If you have the following skills, we encourage you to apply: - Bachelor's Degree or equivalent experience
- Three to five years of experience
- Retirement plans record-keeping experience in a client-focused environment.
- Retirement plans record-keeping experience
- Ability to collect and analyze information, problem-solve, and make data-based decisions
- User acceptance testing
- Experience with record keeping administration on the TRAC platform
- Ability to map business processes and visualize information for stakeholders
- Ability to query (SQL) data
- Proficient in Microsoft Office Suite (e.g., Word, XLS, PPT)
To benefit your career and support your wellbeing, we offer: - Competitive Total Rewards (compensation and benefits) package, including 401(k) Plan with matching contributions
- Varied incentive plans
- Flexible/Hybrid work schedules
- Wellness programs
- Tuition reimbursement
- Professional and career development courses
- Mentoring programs
- Volunteerism program
As a company, MissionSquare Retirement is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. We believe that talent from diverse backgrounds will further enhance our ability, and mission, to serve those who serve their communities.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law.
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