Operations Director

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Responsible for leading a team of large market plan managers who serve as client-facing operations leaders. This role drives exceptional customer outcomes, operational improvements, and strong team performance. The Director oversees strategic and day-to-day management of the Plan Management function, ensuring alignment with organizational goals and service excellence standards.

Job Responsibilities

• Manage, coach, and develop a team of Plan Managers across various client segments.
• Foster a culture of accountability, collaboration, and high performance.
• Provide ongoing feedback, career development, and succession planning.

• Ensure Plan Managers deliver proactive, solution-oriented service to clients.
• Monitor client satisfaction and lead initiatives to improve Net Promoter Scores (NPS) and retention.
• Serve as an escalation point for complex client issues and strategic discussions.

• Manage administrative systems and workflows including case setup, enrollment, eligibility, billing, and quality controls.
• Drive process improvements and standardization across Plan Management operations.
• Oversee implementation and adherence to SLAs, KPIs, and audit controls.

• Contribute to the development of long-term strategies for client operations.
• Lead change management efforts tied to new products, technologies, or regulatory shifts.
• Represent the Plan Management function in enterprise-wide initiatives and leadership forums.

• Ensure compliance with internal policies and external regulations.
• Support risk mitigation efforts, including issue tracking and resolution.

• Collaborate closely with Operations, Technology, and Client Engagement teams to deliver on commitments to clients.
• Ensure seamless execution of service strategies and resolution of client needs through integrated planning and communication.

Skills and Competencies

List the minimum requirements to perform the work, including education, experience, knowledge, and skills.

• Bachelor’s degree required in applicable fields.
• 8-10 years of experience managing client-facing operational teams, ideally in retirement plan administration or financial services.
• Strong leadership and people management skills with a track record of developing high-performing teams.
• Deep understanding of plan management workflows, client relationship dynamics, and service excellence.
• Excellent communication, problem-solving, and strategic thinking abilities.
• Familiarity with CRM tools, reporting dashboards, and continuous improvement methodologies.
• Ability to influence cross-functional teams and drive results in a matrixed environment.

• Occasional travel required for leadership meetings, client visits, or team development events.
• Must be able to work across time zones and manage a geographically dispersed team.
• Comfortable working in a fast-paced, dynamic environment with shifting priorities.
• May require extended hours during peak periods or critical client escalations.

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and 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

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• 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

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.