Senior Implementation Manager

Ubiquity Retirement + Savings® is a leading fintech company that sits at the crossroads of HCM, SaaS, and robo-record keeping. Our mission is to empower small businesses and their employees to create a more secure financial future by leveraging technology with affordable retirement solutions and world-class customer support. For over 2 decades, we have helped workers save more than $2.5 billion and opened retirement plans for 9,000+ small businesses—pioneering a transparent, flat-fee, customizable savings experience. Our tenured team are retirement experts and future-you champions! Learn more at: myubiquity.com

The only thing as unique as our business model is our company culture. We thrive on accountability, collaboration, and transparency. Proudly one of the Best Places to Work in the Bay Area and Entrepreneur Magazine's Top 150 Company Cultures, we take what we do seriously and always strive to be happy at work. With mottos like "Freedom With Accountability," we are a family of friends who like to get it done and do it with passion.

Recognition

Rated as one of the 100 fastest-growing companies in the Bay Area by the San Francisco Business Times (for nearly a decade)

Ranked as one of the top 5000 fastest-growing private companies in the nation by Inc. Magazine (11 years running)

Listed as one of Business Week’s 100 fastest-growing inner-city companies in the nation (every year since 2012)

Ubiquity also produced a hard-hitting and feature-length documentary with producers and editors out of CNN. Watch Broken Eggs: The Looming Retirement Crisis in America, today. 

The Senior Implementation Manager is a pivotal role in getting new plans properly set up, onboarding and enrolling sponsors and savers into our retirement plans and establishing and nurturing the right client experience through effective leadership of internal teams and direct client interactions. This role will lead all Implementation and Enrollment teams, including developing and executing plans to provide great client experiences, driving key initiatives and special projects, and managing project teams.

Responsibilities

• Develops data-driven strategic and tactical plans that improve team results and performance, including regularly analyzing and reporting on team performance
• Manages teams of Implementation, Enrollment, and Payroll Specialists, providing direction, training, and load balancing to consistently achieve goals and SLAs while nurturing high morale and enthusiasm
  • Set, review, and provide coaching to reports to achieve performance goals
  • Provide career and professional development
  • Address underperformance in timely manner
• Develops, trains, and manages team on operational tools, methodologies, and processes that:
  • Enable successful on-time new client on-boarding while nurturing a great client experience
  • Reduce inbound client inquiries
  • Increase team efficiency and speed at resolving client issues and questions
  • Achieve high client satisfaction scores
• Directly engages clients and set-up plans as needed:
  • Review plan docs for quality assurance and accuracy
  • Review conversion plan requests to confirm fit with Ubiquity’s retirement plan platform and administration capabilities
  • Work with clients to determine plan design and options
  • Record/update plan data in Ubiquity and third-party systems
  • Ensure all correct and necessary documents are completed and signed
  • De-escalate client issues/concerns
• Works with other internal teams (e.g., Financial Operations, Accounting, Compliance, Product) to:
  • Research and assist in solving client requests
  • Create guided and self-serviced client educational tools and resources
  • Organize and provide training for team
• Helps inform product decisions and improvements as the voice of the client, including proactively reaching out to clients to assess needs and determine ways to add value
• Leads special projects / initiatives as needed

Competencies
Leadership - Demonstrated success at proactively identifying ways to improve the client experience and executes effective plans to activate the ideas. Inspires the team being managed to meet or exceed performance targets.

Strategic Planning - Strategically and proactively analyzes situations and proposes solutions to streamline processes on a regular basis. Thinks of ongoing improvements to operational systems and processes, and takes the initiative to design and implement those improvements.

Team Management - Demonstrated track record of successful team management, objective setting, coaching, and performance optimization. For all team members, able to define and monitor performance metrics that align with corporate goals, and managing team as needed to achieve those metrics.

401(k) knowledge - Expert knowledge of implementing and administering all aspects of managing 401(k) plans, including but not limited to 5500s, compliance testing, safe harbor, census, and annual auditing for retirement plans.              

Organization - Thrives in a deadline-driven environment managing multiple initiatives/projects, clients, priorities, and tickets at different levels of completion. Able to successfully consistently drive multiple, simultaneous large initiatives to completion. Excellent follow through and communication to update other internal stakeholders.

Communication - Clear, polished, and professional spoken and written communication skills. Has the ability to explain and break down complex ideas with easy-to-understand instructions.

Experience

• 8+ years experience in client service role
• 8+ years 401(k) industry experience
• 8+ years team management experience
• 5+ years implementation experience
• 5+ years participant support experience

This is a salaried, full-time position. Please follow application instructions carefully and note that a cover letter is required along with your resume.

We are focused on building a diverse and inclusive workforce. If you are excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

We offer:

• Competitive compensation package
• Generous stipend toward premiums for medical, dental, and vision
• 401(K) matching
• Learning and development stipends
• Monthly wellness subsidies
• Equity incentives
• Flexible PTO policy
• Time off for volunteering
• Emphasis on internal promotions
• Regular performance reviews
• Telecommuting

Ubiquity Retirement + Savings is an equal employment opportunity employer for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws.