Service Manager

Title: 3(16) Service Manager

Location: Erie, PA

Job Description:

Why join our team at Definiti? If you enjoy tackling challenges and believe in delivering exceptional client service, Definiti may be perfect for you. You can make a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet connection to stay in touch with your team and deliver high-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications.

Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans.

PURPOSE OF POSITION

The Manager of 3(16) Fiduciary Services is a leadership role responsible for overseeing the administration and fiduciary governance of retirement plan service in compliance with ERISA Section 3(16). This individual leads, trains and mentors a high performing team, providing day-to-day direction, support, and oversight to ensure alignment with departmental goals. This role is accountable for driving service excellence, delivering high-quality client experience, and ensuring consistent adherence to regulatory requirements through established standard operating procedures (SOPs) and service level agreements (SLAs), while supporting the overall effectiveness and continued growth of the 3(16) Center of Excellence. 

PRIMARY DUTIES AND RESPONSIBILITIES

• Lead and mentor a team of professionals to ensure high performance, engagement, and daily operational execution aligned with SOPs and SLAs

• Provide day-to-day oversight, guidance, and support to the team to ensure timely, accurate, and high-quality service execution

• Manage the delivery of 3(16) fiduciary services, ensuring all client and plan-related activities are completed in accordance with defined processes, service expectations, and regulatory requirements

• Serve as the first point of escalation for client and operational inquiries, partnering with team members to resolve issues effectively and maintain a high-quality client experience

• Ensure timely and accurate processing of key functions such as eligibility review, contribution monitoring, distribution approvals, and plan amendments

• Oversee key operational deliverables, including government filings (e.g., Form 5500) ensuring deadlines and quality standards are consistently met

• Conduct regular team meetings, workflow reviews, and performance discussions to reinforce accountability to service standards and foster a collaborative work environment

• Ensure adequate training and development opportunities for team members to maintain compliance expertise

• Partner with internal teams to coordinate service delivery and resolve complex issues

• Conduct regular client reviews to assess service satisfaction and identify opportunities for improvement

• Stay abreast of regulatory changes affecting 3(16) fiduciary services and ensure timely integration into team processes and service delivery

• Monitor and manage risks associated with plan operations, ensuring compliance with all applicable laws and regulations

• Act as a liaison with legal and compliance teams to address fiduciary and operational matters.

• Develop and deliver regular reporting on service delivery performance, team metrics, SLAs, and operational risk indicators to leadership

Requirements

COMPETENCIES REQUIRED

• In-depth knowledge of ERISA regulations, retirement plan administration, and fiduciary responsibilities with the ability to apply requirements in a service delivery environment

• Proficiency in retirement plan management systems and reporting tools

• Strong communication and relationship-building skills, including effective remote collaboration with clients and internal stakeholders

• Demonstrated sound judgment when making decisions and operate with discretion and integrity

• Demonstrated ability to manage and resolve escalated issues, balancing client experience, compliance requirements, and operational constraints

• Strong analytical and problem-solving skills, with the ability to identify trends, gaps, and opportunities for process and service improvements and provide insights to leadership

EDUCATION AND QUALIFICATIONS

· High school diploma or GED required 

· 5+ years of experience in client service, customer success, account management, or a related client-facing function

· 2+ years of people leadership experience, including direct management of individuals in compliance/administration or client-facing roles and responsibility for coaching, performance management, and development planning

· 3(16) experience preferred

· Demonstrated success leading teams responsible for client retention, portfolio health, service delivery, and escalation management

· Experience establishing performance expectations, using metrics and reporting to drive accountability, and implementing process improvements that support scale and consistency

· In depth knowledge of the retirement plan industry, ASPPA/NIPA designations preferred or willingness to obtain within 1 year of hire 

REMOTE WORKING REQUIREMENTS

As a remote-first company, we have compiled expectations for a successful remote work environment:

• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Have access to a reliable and consistently strong, high-speed internet connection suitable for remote work. A stable, high-speed internet connection is essential for effective communication, collaboration, and productivity while working remotely
• Designate a quiet, and well-lit space free of as many distractions as possible
• Be online and available to work during designated business hours in local time zone
• Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications. We utilize many Microsoft Teams features (such as Channels and file storage) for announcements, relevant conversations, and file sharing. Familiarity with Microsoft Teams is a plus
• Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint

BENEFITS

Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including:

• A virtual-first work philosophy for most jobs
• 401(k) with up to 4% match
• Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
• 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
• Paid Parental Leave
• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility