The Manager of Client Services is responsible for leading a several supervisors and teams of Client Service Managers. The team’s day to day role is primarily focused on being the client liaison for our operations and service experience, along with identifying proactive efficiency opportunities, project management, high level initiatives and critical issues. The ideal candidate should have experience in the retirement plan services industry and knowledge of defined contribution retirement plans, laws, and regulations. Strong leadership and communication 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 Supervisor(s) and Client Service Manager team(s) to deliver best-in-class client experience.
Hire, 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
Recognize and develop high performing employees, foster career growth and advancement opportunities.
Guide the team to maintain relationships with clients, advisors, and partners by providing ongoing service.
Foster a partnership with Relationship Management team in execution of value-added client review process.
Serve as a resource and escalation point for plan operational matters and client issues/ inquiries.
Monitor performance of team(s) on KPIs related to administration of retirement plans, such as client satisfaction, at-risk reporting, call and ticketing metrics, and obtaining information necessary to ensure timely processing of requests and plan transactions.
Strategically plan, track, and execute short and long-term projects that support overall team and company goals, product, or service enhancements.
Drive initiatives forward; work cross-functionally with applicable teams to deliver service excellence.
Be a role model to foster a culture of collaboration, empowerment, and accountability across the team.
Perform assigned project work as identified by the Director of Client Service Management.
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.
College degree (in related field preferred) and/or commensurate experience in financial services.
10+ years of experience in retirement plan services industry; five or more years of experience managing or supervising a team.
Project management experience preferred.
You have strong and effective interpersonal and communication skills to work effectively with team members, internal partners, and clients.
You are a proven leader and possess a strong ability to build positive relationships and use your influence to remain aligned with organization goals.
You have effective project management and prioritization skills.
Thorough understanding of qualified plans, including ERISA, the Internal Revenue Code, and relevant regulations.
Excellent verbal and written communication skills.
Proficient in MS 365, Salesforce, FIS Relius Administration or related software; ability to learn new software and applications.
Excellent organizational skills and attention to detail.
Ability to work independently.