Senior Plan Manager (Mid-Market) at CTS Voya Institutional Plan Services, LLC — Hartford, CT

Get to Know the Opportunity: This role is responsible for managing all aspects of mid-market retirement plans, serving as a primary point of contact for plan sponsors and customers. The position focuses on maintaining and strengthening client relationships, supporting complex and high-value plans, and contributing to overall client satisfaction and profitability.

The Contributions You’ll Make:

• Serve as the primary contact for designated sponsored plans, handling complex and sensitive client interactions
• Resolve service and communication issues through direct engagement with plan sponsors, customers, and internal teams (e.g., money in, money out, technical services)
• Support relationship management activities to strengthen partnerships with plan sponsors and customers
• Collaborate with sales, recordkeeping, and operations teams to ensure alignment and seamless plan execution
• Contribute to product development and process improvement efforts; promote appropriate products, services, and automation based on client needs and assets
• Directly manage and resolve issues for high-risk or at-risk clients to support retention
• Identify opportunities to improve plan retention and partner with sponsors, distribution teams, and TPAs
• Assist with training and mentoring new employees as needed
• Support inbound plan management calls via the 800-number line as assigned
• Perform additional duties as assigned

Minimum Knowledge & Experience:

• Bachelor’s degree in Business Administration or equivalent experience
• 5+ years of experience in the financial services industry
• Strong customer service skills with experience handling client interactions
• Demonstrated experience managing complex, sensitive, and high-risk client relationships

Preferred Knowledge & Experience:

• Experience working with mid-market retirement plans or similar client segments
• Familiarity with cross-functional collaboration across sales, operations, and technical teams
• Previous experience supporting client retention strategies and initiatives

How This Role Aligns to Our Core Four:

• Instill Customer Obsession – Delivers high-quality service and resolves complex client issues to strengthen relationships and improve outcomes for plan sponsors and participants.
• Transform with Automation/AI – Promotes and supports the use of automation and efficient processes to enhance service delivery and reduce friction for clients.
• Drive Higher Performance Through Our People – Partners with internal teams and mentors new employees to ensure alignment, knowledge sharing, and consistent service excellence.
• Execute on the Fundamentals – Maintains strong operational discipline by resolving issues accurately, managing risk, and supporting retention of key and at-risk clients.

Compensation Pay Disclosure:

$63,470 - $96,980 USD

Be Well. Stay Well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• 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.
• Paid volunteer time — 40 hours per calendar year

Critical Skills

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Reasonable Accommodations

Misuse of Voya's name in fraud schemes