Sr. Complex Resolution Manager

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

• Assesses fund performance data and resolves administrative problems.
• Creates models using analytics data and follows up with other functional departments to answer ad-hoc Retirement client queries on a wide variety of investment, operational, compliance and regulatory topics.
• Oversees the implementation of support strategies to best serve existing clients.
• Manages audits for weekly, monthly and quarterly valuation reports delivered to clients.
• Authorizes and reviews that all individual trades and accounts have been reviewed and verified.
• Supervises and provides recommendations on escalated cases to maintain solid relationships with retirement clients.
• Coaches, mentors and delegates work to lower level professionals.

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.

Preferred Skills:

• Conflict Management: Ability to manage sensitive client interactions regaining client confidence. Need listening skills and promote the role of client advocate.
• 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:

2026-11-11

Base Pay Range: $75,200/yr - $104,000/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.

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Phone: (800) 842-2755 Email: accessibility.support@tiaa.org

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