Manager Client Services

Overview

Manager Client Services oversees plan services operations for retirement plan client queries, bridging Client Service Managers and internal Operations teams while ensuring quality, time standards, and team performance.

What you'll do

• Oversee plan service center activities to monitor interdepartmental deliveries.
• Train, mentor, and coach associates through monthly one-on-ones and ongoing feedback.
• Drive and escalate outstanding issues with internal functional areas for contributions, loans, distributions, enrollment, payroll support, compliance, audit, and inquiries.
• Monitor quality and productivity, track trends, and report findings to management.
• Assess staffing needs, conduct interviews, manage hiring decisions, and plan for staffing based on projected volume and forecasting.
• Prepare and publish monthly management reports using MIS & reporting.
• Support process improvement and govern performance across ACSM/CSM teams.

What you'll need

• 9-12 years overall experience.
• At least 6 years of experience in the 401k industry.
• Cross-functional experience in areas including loans, enrollment, payroll support, compliance, and audit.
• Knowledge of ERISA, DOL, and applicable IRS regulations related to retirement.
• Minimum a Bachelor’s Degree.
• Highly proficient in Microsoft Office Suite, including MS Excel.
• Experience as an MIS expert in the current role.
• Strong oral and written communication skills for partner communication via calls and emails.

Nice to have

• Hands-on leading experience across different retirement domain teams (e.g., implementation, money in/out, account resolutions).
• SPARK/AASPA certification.
• LSS certification.
• Experience working around process-related projects.

Details

• Position bridges Client Service Managers and internal Operations teams handling retirement plan client queries.