Description

Retirement Plan Ops Lead
The Retirement Plan Operations job delivers comprehensive services to retirement clients. While managing large projects with limited oversight, this job is responsible for reviewing reports and analysis related to the investment and management of capital on behalf of clients and/or the organization itself.

Key Responsibilities and Duties

• The Senior Complex Customer Resolution Manager receives customer issues from client-facing employees and other customer communication channels. The position manages problem resolution and responds to customers in writing and over the phone.
• The Senior Complex Customer Resolution Manager is responsible for handling the research and reporting of client issues. This includes but is not limited to, managing the research, reporting the issues, analyzing the data, and summarizing the analysis of issues found in the system.
• Draws on expert knowledge of the financial services industry transaction processing standards and TIAA-CREF's processes to remediate client issues.
• Serves as the primary point of contact for the client throughout the resolution of their issues.
• Defuse emotionally charged issues with clients and reestablish brand confidence and loyalty.
• Communicate with client accurately describing the issues relevant to specific complaint or inquiry and outlines the steps taken to resolve the issue.
• Works with internal business partners to achieve the best possible outcome in issue resolution.
• Demonstrates an excellent understanding of TIAA-CREF's organizational structure, procedures, policies and business functions. Involved in a variety of functions or processes analyzing, interpreting and applying transaction processing rules of greater complexity.
• Leverages expert knowledge of multiple systems and processes to resolve issues and problems in order to deliver and administer employer-sponsored pension products and/or individual wealth products; and by providing ongoing training and mentoring. Incorporates strong understanding of client perspective, extensive knowledge of processing, LEAN methodology, and project management to develop solutions for more streamlined end to end processes.
• May utilize job aids or templates to create written correspondence and creates memos and emails to individual and institutional clients.
• Continually works towards process improvements; may manage metrics & processes; supports and engages other production departments to develop and maintain a sustainable LEAN environment.
• Works on problems of diverse scope where analysis of data processes requires evaluation of identifiable and intangible factors.
• May perform root-cause analysis, required remediation, formulate and recommend solutions, develop and implement prevention and detective controls Creates job aids, communications, standard operating procedures, and standard work documents
• Associate must work collaboratively with their peers and other stakeholders across the company in accordance with the TIAA-CREF way toward continuous improvement in policies, procedures, and processes.
• The Senior Complex Resolution Manager should be able to handle basic complaints and customer service issues including web, transactional (Single Sum, TPA, MDO etc. etc), maintenance, trade disputes and reimbursement type issues and complaints. Acts as a subject matter expert on a specific topic and can be used for some project work.
  
  

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

FINRA Registrations

• SRC Indicator: Series 6 or 7; Series 63

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
8IC

Required Skills:

• 5 or more years of comparable experience in customer service or financial services.
• Proficient with all applications and CRM systems, including Microsoft Office.
• Experience with Siebel, Omni, and Unified Workflow.
• Series 6 or 7, Series 63, State Life and Health Licenses are required.
  

Preferred Skills:

• Conflict Management: Ability to manage sensitive client interactions regaining client confidence. Need listening skills and promote the role of client advocate.
• Retirement Experience is highly preferred.
• Flexibility: Support a variety of initiatives related to customer care such as research and proactive outreaches to customers.
• Time Management: Manage customer expectations resolving issues in a timely manner within regulatory parameters. Plan work appropriately balancing multiple responsibilities and objectives.
• Transaction processing, management or project management role, within a Middle Office environment. Concentration in accounting, operations or quality experience.
• Communication: Verbal and written/documentation skills with the ability to communicate with and adapt to diverse individuals (internal or external to the company). Maintains the highest level of professionalism.
• Teamwork: Exemplify cross-company collaboration and partnership. Work closely with internal business partners and key members of the organization. Negotiation skills displaying sound judgment and decision-making.
• Problem Solving: Need to evaluate and solve complex problems. Skillful negotiation of sensitive issues. Quick decision-making ability to recognize and decide the most effective course of action in complex and changing environment. Basic math and accounting skills.
  

Related Skills

Adaptability, Communication, Continuous Improvement Mindset, Customer Engagement, Data Analysis, Data-Based Decision Making, Detail-Oriented, Financial Risk Management, Relationship Management, Technology Systems, TIAA Products/Services Acumen, Transaction Processing

Anticipated Posting End Date:
2026-04-16

Base Pay Range: $78,400/yr - $87,500/yr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

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Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways-because when our people succeed, our impact on clients' lives grows stronger.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary .

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Our full EEO & Non-Discrimination statement is on our careers home page , and you can read more about your rights and view government notices here .

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here .

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here .

For Applicants of TIAA Global Capabilities, click here .

For Applicants of Nuveen residing in Europe and APAC, please click here .



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