Senior, Client Service Manager
About The Position
As a Senior, Client Service Manager, you will manage day-to-day client relationships within our Large Market business and manage an assigned portfolio to ensure accuracy and timely service. This role builds trust by helping clients navigate questions, issues, and requests while maintaining service standards and company policies. By providing dependable support and solutions, helps clients get their needs met accurately and on time, strengthens satisfaction, fosters long-term relationships, and supports improvements that drive retention and business growth. Manage a large client portfolio with complex plan structures. Provide proactive, strategic guidance to clients, including plan design considerations and compliance implications. Resolve escalated or sensitive client issues independently. Review and approve highly complex transactions, ensuring compliance and operational integrity. Conduct detailed account and trend analysis to mitigate errors or risks. Partner with operations, technology, and compliance teams to resolve systemic issues. Provide subject-matter expertise on ERISA, IRS, and internal compliance requirements. Lead analysis of potential regulatory risks in client accounts or portfolios. Prepare detailed reports and dashboards for internal and client use. Identify operational or compliance trends and make actionable recommendations. Recommend and implement enhancements across client service processes and workflows. Share insights and best practices across the IC team and cross-functional partners. Perform other job-related duties and special projects as required.
Requirements
- 6+ years of experience in client service, financial services, or retirement plan operations or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
- Solid understanding of retirement plan administration and financial concepts, with the ability to apply procedures accurately, efficiently, and with independent judgment on moderately complex issues.
- Familiarity with retirement products and services such as 401(k), 403(b), defined benefit arrangements, pension risk transfer group annuity contracts, or other defined contribution offerings.
- Ability to guide clients and internal teams through complex plan features and processes.
- Strong written and verbal communication skills, comfortable interacting with clients and internal partners.
- Ability to mentor and support junior team members by sharing knowledge, reviewing work, and coaching on best practices.
- High attention to detail, able to identify, troubleshoot, and resolve data discrepancies with minimal supervision.
- Proficient in Microsoft Office and recordkeeping/workflow systems, with the ability to recommend improvements to processes and procedures.
- Effectively manage multiple priorities in a fast-paced environment, escalating issues appropriately and ensuring timely, accurate service.
Responsibilities
- Manage a large client portfolio with complex plan structures.
- Provide proactive, strategic guidance to clients, including plan design considerations and compliance implications.
- Resolve escalated or sensitive client issues independently.
- Review and approve highly complex transactions, ensuring compliance and operational integrity.
- Conduct detailed account and trend analysis to mitigate errors or risks.
- Partner with operations, technology, and compliance teams to resolve systemic issues.
- Provide subject-matter expertise on ERISA, IRS, and internal compliance requirements.
- Lead analysis of potential regulatory risks in client accounts or portfolios.
- Prepare detailed reports and dashboards for internal and client use.
- Identify operational or compliance trends and make actionable recommendations.
- Recommend and implement enhancements across client service processes and workflows.
- Share insights and best practices across the IC team and cross-functional partners.
- Perform other job-related duties and special projects as required.
Benefits
- Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness.
- Pension Eligible
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
