[Hiring] Technical Lead @Voya Financial

Role Description

The Technical Lead is responsible for the end-to-end delivery of technical solutions and associated services for assigned clients, ensuring services are delivered efficiently, effectively, and in alignment with client expectations. This role serves as the technical subject matter expert, partnering closely with the Client Relationship Manager (CRM), internal teams, and external vendor partners to drive successful client outcomes throughout the client lifecycle.

Contributions You’ll Make

• Serve as the technical lead and primary technical subject matter expert for assigned client accounts.
• Understand client needs, objectives, and business challenges to ensure services and solutions meet or exceed expectations.
• Drive innovation and develop sustainable solutions to address complex client requirements throughout the client lifecycle.
• Oversee day-to-day service delivery operations, ensuring services are provided in accordance with contractual commitments, service level agreements (SLAs), and operational level agreements (OLAs).
• Monitor service delivery performance, including response times, resolution times, and overall service quality metrics.
• Coordinate and collaborate with cross-functional internal teams and external vendor partners to ensure timely delivery of high-quality services.
• Proactively identify, escalate, and resolve service delivery issues and risks.
• Implement and maintain best practices, processes, and standards that support successful client outcomes.
• Lead continuous improvement initiatives to enhance service delivery effectiveness, efficiency, and client satisfaction.
• Provide guidance, training, and support to team members to foster strong performance, collaboration, and engagement.

Qualifications

• High School Diploma or GED required; bachelor’s degree preferred. High School Diploma/GED +2 years’ experience may be considered in lieu of a bachelor’s degree.
• 3-5 years of experience in service delivery, account management, technical customer support, or related client-facing roles.
• Experience leading service delivery teams or coordinating technical service delivery efforts.
• Strong problem-solving and analytical skills.
• Excellent communication, collaboration, and interpersonal skills.
• Ability to manage multiple priorities and work effectively across internal and external stakeholder groups.

Preferred Knowledge & Experience

• Bachelor’s degree in a related field.
• Experience working with benefits administration platforms, SaaS solutions, or technology-enabled service environments.
• Experience supporting complex client implementations, integrations, or ongoing service delivery engagements.
• Knowledge of service management best practices and performance measurement methodologies.

How This Role Aligns to Our Core Four

• Instill Customer Obsession: Build trusted client relationships by understanding business objectives and delivering solutions that improve service quality, responsiveness, and customer outcomes.
• Transform with Automation/AI: Identify opportunities to leverage technology, automation, and process improvements to increase efficiency, scalability, and solution effectiveness.
• Drive Higher Performance Through Our People: Partner across teams, provide technical leadership, and support team development to foster accountability, collaboration, and strong results.
• Execute on the Fundamentals: Ensure consistent service delivery through adherence to SLAs, operational standards, risk mitigation practices, and continuous process improvement.

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 may offer 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.

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.

$75,000 - $85,000

Benefits

• 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%).
• 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.

Critical Skills

• 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.

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.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.