Full Time - Exempt

Serve as the primary lead for the implementation and onboarding of retirement plan clients at Popular Fiduciary Services. Manage all phases of the implementation process (from plan design validation, data collection, and system setup to go live execution) ensuring a seamless, accurate, and compliant transition for new and converted plans. Provide a service of excellence and build trust as the client’s first point of contact

Client Onboarding & Implementation Leadership
• Lead retirement plan clients throughout the full implementation lifecycle, acting as the primary point of contact.
• Conduct project kickoff meetings, establish timelines, coordinate deliverables, and manage expectations to ensure a smooth onboarding process.
• Provide exceptional service and ensure a positive client experience at every stage of the implementation.

Plan Design Review & Regulatory Alignment
• Review and validate plan design elements (eligibility, contributions, vesting, compensation definitions, loans, and other provisions) to ensure operational and regulatory feasibility.
• Collaborate with Legal, Compliance, and internal advisors to confirm accuracy of plan documents and alignment with regulatory requirements.

Documentation & Regulatory Filing
• Ensure completion and accuracy of required documentation for new and transferred accounts.
• File retirement plans with the Puerto Rico Department of the Treasury (Hacienda) for plans under the Popular Master Plan (PMP).

Operational Setup & Systems Configuration
• Execute operational readiness checks to confirm proper setup prior to plan activation including plan contacts, layout routines and payroll dates.

Data Analysis, Validation & Transformation
• Collect, analyze, and validate census data, contribution files to support accurate implementation.
• Perform advanced data transformation using Excel (pivot tables, formulas, lookups, macros) to ensure completeness and quality of client information in plan conversions.

Client Education & Process Guidance
• Guide clients through operational processes, including navigation of the Division’s Web/PSW systems and understanding of ongoing service workflows.
• Provide clear, proactive communication regarding deliverables, deadlines, and requirements.

Cross-Functional Collaboration
• Coordinate closely with internal stakeholders to complete all implementation tasks.
• Support Recordkeeping with reporting, fee disclosures, and documentation requirements.
• Assist internal units in fee structure changes, new product processes, and new account creation.

Conversions, Go Live & Transition
• Coordinate and execute conversions for incoming plans, ensuring accuracy in data migration and system setup.
• Lead all go live activities, verifying proper functioning of data, systems, and operations.
• Provide post implementation support and ensure a smooth transition to the ongoing service team.

Quality Assurance & Process Improvement
• Perform quality control reviews on implementation deliverables, including plan documents and data files.
• Develop and maintain standard operating procedures (SOPs) for implementation workflows.
• Contribute to special projects aimed at improving processes, systems, or client experience.

Bachelor’s Degree in Finance or Accounting

• At least 2 years of experience in customer service.
• Experience working with retirement plans is preferred.

• Effective oral and written communication skills in Spanish (advanced level) and English (fluent)
• Advanced proficiency in MS Excel to perform pivot tables, formulas, data analysis, and data conversion.
• Proficient in Microsoft Office 365, including, Word, Power Point, Teams and Outlook.
• High level of organization with the ability to manage multiple simultaneous projects, set priorities, meet deadlines, and remain flexible in a dynamic environment.
• Strong analytical and problem solving skills with the ability to anticipate issues, evaluate options, and make timely decisions.
• Excellent interpersonal skills and proven ability to work collaboratively across teams.
• Demonstrated service-oriented mindset toward clients, colleagues, supervisors, and management.
• Strong knowledge of the Relius application and retirement plan operational workflows.

Popular Center North Building

San Juan, PR

Hybrid work schedule
Monday to Friday- 8:30 am to 5:30 pm
Flexibility to work non-business hours, holidays, and weekend when needed.

Our hybrid work model benefit applies to certain positions and is subject to changes based on the organizational needs.