Job Description
Skill required: Retirement Solutions - Data Entry Services
Designation: Delivery Operations Team Lead
Qualifications:Any Graduation
Years of Experience:10 to 12 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do Operations Management : Oversee full and partial withdrawals, including execution of Required Minimum Distributions (RMDs) in line with documented procedures and plan provisions Manage processing of rollovers, external transfers, escheatment, death claims, hardship withdrawals, AMDOs, and involuntary distributions Oversee all withdrawal processing requests, EFT processing, and administration of Specified Payment Options (SPO) Ensure timely and accurate daily reconciliations for NAV plans and MATC portfolios to maintain account balance integrity Identify, investigate, and resolve payment corrections, failed rollover transactions, and processing discrepancies Risk, Controls & Exception Management Ensure review and escalation of fraud markers in accordance with documented procedures and escalation matrices Drive effective resolution of Not In Good Order (NIGO) cases, including team follow-ups and participant outreach primarily via email and limited phone calls Ensure validation of hardship withdrawal eligibility and completeness of supporting documentation Monitor exception trends and implement corrective actions to minimize processing delays and rework Stakeholder & Partner Coordination : Coordinate with vendors and clients to monitor participant mailing runs once scripts are validated, including key processing cycles Partner closely with Defined Benefit (DB) teams to support seamless execution of DB-related distribution activities Serve as an escalation point for internal stakeholders and cross-functional teams People & Performance Management : Lead and support Money Out processing teams, ensuring workload balance, SLA adherence, and quality standards Coach team members on procedures, controls, and regulatory requirements Track operational metrics, productivity, and quality indicators to drive continuous improvement Compliance & Documentation : Ensure accurate 1099-R processing and reprint requests in line with participant and tax requirements Oversee maintenance of participant demographic updates, including address and name changes Maintain appropriate documentation, audit trails, and compliance with internal controls and regulatory standards Mentor and manage a team of analysts and specialists, promoting accountability, continuous improvement, and operational excellence.
What are we looking for Functional expertise in U.S. retirement plans, including both Defined Contribution (DC) and Defined Benefit (DB) schemes. Proven ability to manage end-to-end plan and participant level service delivery, lead high-performing teams, and drive operational improvements. In-depth experience in Money Out processing, strong understanding of RMDs, withdrawals, rollovers, hardship distributions, and involuntary distributions, prior experience managing or leading operations teams in a regulated environment. Hands on with developing process documentation (SOP), capturing exceptions, process flow, process maps, and NIGO rules. Subject Matter Expert/ Trainer with 5+ years of experience in remote transitions, developing quality checklists, performing RCA, and developing action plans to improve quality performance. Mandatory experience in 401(k) and/or 403(b) plan administration Excellent verbal and written communication skills; Inbound and Outbound voice support experience required
Roles and Responsibilities: Operations Management : Oversee full and partial withdrawals, including execution of Required Minimum Distributions (RMDs) in line with documented procedures and plan provisions Manage processing of rollovers, external transfers, escheatment, death claims, hardship withdrawals, AMDOs, and involuntary distributions Oversee all withdrawal processing requests, EFT processing, and administration of Specified Payment Options (SPO) Ensure timely and accurate daily reconciliations for NAV plans and MATC portfolios to maintain account balance integrity Identify, investigate, and resolve payment corrections, failed rollover transactions, and processing discrepancies Risk, Controls & Exception Management Ensure review and escalation of fraud markers in accordance with documented procedures and escalation matrices Drive effective resolution of Not In Good Order (NIGO) cases, including team follow-ups and participant outreach primarily via email and limited phone calls Ensure validation of hardship withdrawal eligibility and completeness of supporting documentation Monitor exception trends and implement corrective actions to minimize processing delays and rework Stakeholder & Partner Coordination : Coordinate with vendors and clients to monitor participant mailing runs once scripts are validated, including key processing cycles Partner closely with Defined Benefit (DB) teams to support seamless execution of DB-related distribution activities Serve as an escalation point for internal stakeholders and cross-functional teams People & Performance Management : Lead and support Money Out processing teams, ensuring workload balance, SLA adherence, and quality standards Coach team members on procedures, controls, and regulatory requirements Track operational metrics, productivity, and quality indicators to drive continuous improvement Compliance & Documentation : Ensure accurate 1099-R processing and reprint requests in line with participant and tax requirements Oversee maintenance of participant demographic updates, including address and name changes Maintain appropriate documentation, audit trails, and compliance with internal controls and regulatory standards Mentor and manage a team of analysts and specialists, promoting accountability, continuous improvement, and operational excellence.
