The posting
Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.
Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.
Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.
Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.
The Senior Manager Client Services is responsible for managing and overseeing assigned client service activities, at the plan sponsor and advisor level, and for modifying and executing policies. This position is responsible for ensuring high quality service is provided to all plan sponsors and advisors (clients) in an efficient and cost-effective manner and to provide leadership to all members of the team
What You Will Do
- Lead and oversee assigned Client Service Managers responsible for supporting plan sponsors and advisors.
- Ensure consistent, high-quality client service is delivered efficiently and cost-effectively across assigned products and client relationships.
- Provide leadership, coaching, performance management, and professional development to team members to support employee growth, engagement, and job enrichment.
- Establish team objectives, allocate resources, and manage schedules and priorities to achieve service and business goals.
- Oversee client complaints and legal-related matters to ensure they are handled fairly, consistently, and in accordance with established policies and procedures.
- Recommend changes to policies and establish procedures that support the immediate organization and improve client service delivery.
- Monitor applicable legal and regulatory developments and assess their impact on clients, service delivery, and team processes.
- Partner with internal stakeholders to address escalated client service issues and support effective resolution.
What You Will Bring
- Bachelor’s degree in a related field or an equivalent combination of education and work experience.
- 5+ years of relevant work experience or an equivalent combination of training and experience.
- Previous management experience leading a client-facing service team.
- Demonstrated experience attracting, managing, retaining, coaching, and developing employees.
- Familiarity with employee benefits recordkeeping systems and processes.
- Proficiency with Microsoft Office Suite.
- Fluency in English.
- Ability to work overnight hours.
- FINRA Fingerprinting required.
What Will Set You Apart
- Experience supporting retirement plans, plan sponsors, advisors, or other employee benefits clients.
- Experience managing Client Service Managers or similar client-facing financial services professionals.
- Knowledge of retirement plan recordkeeping operations and applicable regulatory requirements.
- Experience managing escalated client complaints and partnering with legal, compliance, or regulatory teams.
- Experience implementing service policies, procedures, process improvements, or operational changes.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.
We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.
