Job Details

Requisition Number 18-0056
Post Date 11/12/2018
Title Manager, Retirement Services (CRSP)
Organization Concordia Plan Services
Job Grade 10
City St. Louis
State MO
FT/PT Full Time

Mission and Vision

  • Concordia Plan Services ‘walks together’ with LCMS ministries in caring for workers and their families…so that the Word of God continues to spread!
  • Our 2020 vision is to transform CPS from being solely a benefits provider to the most widely recognized source of employer and worker-related solutions for LCMS ministries.


Reporting Relationships

Manager, Retirement Services reports to Assistant Vice President, Customer Experience.



The Retirement Services Manager leads the administration of the Concordia Retirement Savings Plan (CRSP). This role is responsible for overseeing onboarding, remittance and withdrawals, and customer service.


Essential Job Functions

  • Ensures Concordia Retirement Savings Plan (CRSP) is operating per plan provisions and administrative policies, including managing all plan/provision changes and vendor compliance. 
  • Ensures excellence in all customer experience areas including: education, delivery, and evaluation.
  • Establishes use of systems and applications; ensures all systems are functioning properly and set up per the terms of the CRSP.
  • Implements any plan changes or new plans; ensures changes in plan provisions are correctly set-up and processes are adjusted to reflect new provisions.
  • Manages the exception review process ensuring optimal stewardship and compassion to members and employers, includes: complex research, risk assessment, plan interpretation, preparing documentation, and executing decision.
  • Oversees audits and testing, including discrimination testing with large employers.
  • Identifies, recommends and implements process, customer experience, and operational improvements which may include changes driven by external factors.
  • Coaches and develops department team members, defines goals for performance and professional growth, evaluates outcomes and provides assessments/feedback.
  • Organizes all the work within the department to ensure optimal efficiency.
  • Acts as the central point of contact between CPS and external vendors for the purposes of operations.
  • In collaboration with Marketing, ensures that the LCMS members and employers are knowledgeable in the processes and plan features.
  • Assists in writing and developing administrative processes that support processing CRSP benefits in conjunction with applicable Concordia plan documents and vendor processes.
  • Participates in special projects as defined by senior management.
  • Manages the relationship between the department and consulting groups engaged for specific projects.

Education and Experience

  • Bachelor’s degree or equivalent experience.
  • 8+ years of experience in administering benefit plans.
  • 5+ years of experience in defined contribution plans and related products, preferred.
  • 3+ years of experience managing people and teams.


Competencies (Knowledge, Skills and Abilities)

  • Command of system and collaborative tools; skilled in use of MS Office suite.
  • Intermediate training coordination and facilitation skills.
  • Ability to articulate core department functions and stay abreast of plan principles, initiatives and changes/amendments.
  • Energized by and adapts easily to change; welcomes new opportunities; personal maturity to evaluate and manage uncertainty and stress effectively.
  • Accepts accountability for one’s own and departmental performance by setting clear goals and expectations, tracking progress, providing feedback and coaching, and addressing performance problems and issues promptly; actively participates in employee development and seeks continuous learning to improve personal and team performance.
  • Steadfastly pushes self for results, prioritizing and executing tasks effectively with minimal supervision; maintains focus on organizational goals.
  • Ability to develop, maintain, and strengthen partnerships with internal and external customers; fosters a collaborative spirit; ability to demonstrate interest, skill and success in getting groups to work together.
  • Ability to navigate effectively in highly regulated industry and with complex organizations; understanding of LCMS structure and operations.
  • Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values (integrity, compassion, excellence, stewardship, accountability) in all internal and external communications.
  • Interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.
  • Uses logical, systematic and sequential approach to solve difficult problems; is excellent at objective analysis, and engages others in analyzing and developing solutions; anticipates the implications and consequences of situations and takes appropriate action.
  • Demonstrates a high commitment to the organizational mission by applying concepts and principles of the Integrity Service program or similar values-based customer service program; is dedicated to meeting the expectations and requirements of internal and external customers.


Supervisory Responsibility

  • Manager, Retirement Services (CRSP) supervises:
    • Retirement Representative (3)
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