The Director of Account Management is responsible for leading a team of Account Managers in the administration of defined contribution relationships, with the objective of driving long-term satisfaction, client retention, improving efficiencies, resolving client issues, and helping our clients manage their retirement plans for better outcomes. The individual will promote, direct, manage, and participate in the overall development of the service model for retirement plan clients and advisor partners to achieve the retirement services group objectives. Strong communication, analytical, and leadership skills, as well as the ability to problem solve effectively, are essential. This individual will be supportive and flexible to get the most from the team and will be a natural leader who is focused on inspiring employees to own their work and deliver better results.
Manage team to deliver best-in-class client experience.
Coach and train staff in job related matters.
Conduct performance reviews, motivate team members, and create strategies to improve client relationships.
Ensure employees adhere to company policies and procedures, along with regulatory compliance.
Foster and manage a high performing team to maintain and enhance relationships with clients, advisors, and industry partners by providing ongoing service.
Provide general oversight of retirement plan business and strategic relationships.
Lead and coordinate with other internal departments on administrative activity and to ensure support for day-to-day plan operations.
Drive initiatives forward; work cross-functionally with applicable teams to deliver service excellence.
Continue to develop and enhance a robust training regimen. Help Account Manager service teams with Identifying client needs and opportunities for value-added services and leads implementation (partnering with RM) of plan enhancements.
Be a role model to foster a culture of collaboration, empowerment, and accountability across the team.
Perform assigned project work as identified by the Managing Director of Client Services.
Work with staff and senior management to identify opportunities and implement changes to improve operating processes, both for effectiveness and efficiency.
Adhere to departmental and individual goals, as well as service initiatives.
Performs other related duties as assigned.