Sr Plan Manager at ALA Voya Retirement Insurance and Annuity Company — Hartford, CT

Get to Know the Opportunity

In this role, you will manage complex retirement plans and serve as a trusted partner to plan sponsors, helping drive client satisfaction and retention. You’ll collaborate across internal teams to deliver high-quality service solutions while supporting operational excellence. This position offers the opportunity to work with large, complex clients and contribute to process improvements and product enhancements.

The Contributions You’ll Make

• Serve as the primary point of contact for assigned sponsored plans, including complex and sensitive accounts
• Resolve service and communication issues through direct engagement with sponsors, customers, and internal teams (e.g., operations, technical services)
• Support relationship management efforts with plan sponsors and stakeholders
• Partner with sales, recordkeeping, and operations teams to ensure alignment and effective service delivery
• Contribute to product development and process improvement initiatives
• Promote appropriate products, services, and automation solutions aligned with client needs
• Manage highly sensitive and at-risk client situations with urgency and professionalism
• Identify and support plan retention opportunities with sponsors, distribution partners, and TPAs
• Assist with training and mentoring of new team members
• Support inbound service calls as assigned
• Perform other duties as assigned

Minimum Knowledge & Experience

• Bachelor’s degree in Business Administration or equivalent experience
• 5+ years of experience in the financial services industry
• Demonstrated customer service experience and skills
• Experience managing complex, sensitive, and at-risk clients

Preferred Knowledge & Experience

• Experience working with retirement plans or recordkeeping platforms
• Strong relationship management experience with plan sponsors
• Experience collaborating cross-functionally across operations and sales teams

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.

Additional Information

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Compensation Pay Disclosure:

$77,580 - $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

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