This leadership role at SS&C involves overseeing a high-performing team of Call Center representatives in the Retirement Servicing space. The supervisor will support clients and participants with complex transactions, ensuring accuracy, compliance, and timely execution according to ERISA, IRS, and internal governance. Responsibilities include managing escalated inquiries, monitoring team performance, driving continuous improvement, and partnering with other teams to enhance the participant experience, while serving as a subject matter expert.

Must Have

• Lead and develop a high-performing team
• Oversee evaluation and processing of retirement service requests
• Ensure accuracy, compliance, and timely execution
• Support participant education and service excellence
• Manage escalated inquiries and complex case resolution
• Monitor team performance and operational metrics
• Partner with operations, technology, and compliance teams
• Serve as a working leader and subject matter expert
• Proven leadership experience in retirement services or financial operations
• Strong knowledge of retirement plan operations (401k, IRA, etc.)
• Familiarity with ERISA, IRS, and DOL guidelines
• Ability to lead, coach, and develop service teams
• Experience managing escalations and resolving complex issues
• Strong analytical and critical thinking skills
• Excellent communication skills with a service-first mindset

Good to Have

• Bachelor’s degree preferred

Perks & Benefits

• Hybrid Work Model
• Business Casual Dress Code, including jeans
• 401k Matching Program
• Professional Development Reimbursement
• Flexible Personal/Vacation Time Off
• Sick Leave
• Paid Holidays
• Medical, Dental, Vision
• Employee Assistance Program
• Parental Leave
• Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
• Hands-On, Team-Customized Training, including SS&C University
• Discounts on fitness clubs, travel and more!

Supervisor, Retirement Solutions Call Center (PA2025CCQ4R-015)

Job Description

Investor Services Supervisor

Location: Arizona, Florida, Georgia, Michigan, Nevada, North Carolina, South Carolina, Tennessee, Virginia | Remote

Get To Know Us:

SS&C is a global leader in technology-enabled financial services solutions. We hire driven professionals who take pride in delivering results, improving processes, developing people, and doing meaningful work that makes a difference for clients and communities.

This is a leadership role for someone who thrives on accountability, service excellence, and building high-performing teams. As an Investor Services Supervisor, you will lead a team supporting Call Center representatives in the Retirement Servicing space, helping clients and participants navigate complex transactions with precision, empathy, and world-class service. You will play a critical role in strengthening our service culture, driving operational execution, and shaping an outstanding service experience.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

What You Will Get To Do:

• Lead and develop a high-performing team supporting retirement plan participants, plan sponsors, and financial advisors in a fast-paced service environment
• Oversee the evaluation and processing of retirement service requests including contributions, rollovers, distributions, loans, hardship withdrawals, beneficiary updates, and account maintenance
• Ensure accuracy, compliance, and timely execution aligned with ERISA, IRS, and internal governance requirements
• Support participant education and service excellence, ensuring clear communication and positive retirement outcomes
• Manage escalated inquiries and complex case resolution with professionalism and sound judgment
• Monitor team performance, service levels, quality, and operational metrics; drive accountability, coaching, and continuous improvement
• Partner with operations, technology, and compliance teams to streamline processes and enhance the participant experience
• Serve as both a working leader and subject matter expert when business needs require hands-on support

What You Will Bring:

• Proven leadership experience within retirement services, recordkeeping, financial services operations, or a retirement-focused contact center environment
• Strong working knowledge of retirement plan operations (such as 401(k), 403(b), IRA, Defined Contribution / Defined Benefit servicing) and related transaction processing
• Familiarity with ERISA, IRS, and DOL guidelines, including distributions, rollovers, loans, RMDs, hardship withdrawals, contributions, and beneficiary management
• Demonstrated ability to lead, coach, and develop service teams while driving accountability, quality, and performance outcomes
• Experience managing escalations, resolving complex participant or plan sponsor issues, and ensuring compliance and accuracy in a regulated environment
• Strong analytical and critical thinking skills with the ability to assess risk, identify process improvements, and drive operational efficiency
• Excellent communication skills with a service-first mindset and ability to build trust with participants, sponsors, advisors, and internal stakeholders
• Bachelor’s degree preferred; equivalent experience considered with demonstrated expertise in retirement servicing and people leadership

Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.

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Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.