Provide leadership and strategic direction to the Account Management and Connect Desk management team and staff responsible for internal customer support functions and service to retirement plan sponsors, advisors and TPAs in the institutional market. Design and deliver service models and strategies to drive client loyalty and satisfaction.

Responsibilities

  • Oversee department budget and operational planning to deliver on strategic and tactical goals.
  • Establish overall direction and oversight of service models to drive client loyalty, satisfaction, and net promoter score.
  • Manage internal client service teams.
  • Establish and oversee budgets and staff models.
  • Approve decisions regarding service strategy, locations and service team structures.
  • Approve department/team goals and direct priorities that support company objectives.
  • Handle high-level issues through to resolution.
  • Work with management teams across business groups to align practices.
  • Drive efficiency and automation of business processes.
  • Develop service strategy, locations and service team structures.
  • Drive new business acceptance, client repricing and fee waiver processes.
  • Manage client retention activities and monitor outcomes.
  • Work with the senior management team to align actions and communications in support of organizational goals and objectives.
  • Deliver high-level reports to leadership on operational performance metrics, customer satisfaction scores, process improvement initiatives, expense management, etc.
  • Assess, authorize, and align large scale project work with the overall department strategy.

Qualifications

  • Bachelor's degree in a business field or equivalent experience
  • 15 years of institutional service experience, including leadership roles
  • Extensive background in the defined contribution or retirement industry (typically 10 or more years)
  • Five years of successful and measurable client service leadership experience
  • Leadership ability to drive strategy and performance
  • Outstanding communication skills to build relationships, influence, and collaborate with all levels of the organization
  • Critical thinking, decision making, and analytical problem-solving skills to navigate complex and ambiguous environments
  • Self-starter with strong organizational and project management skills
  • Adaptable to change and able to lead others through change processes.

Preferred Qualifications

  • MBA
  • FINRA Series 6
  • ASPPA Certifications

Working Conditions

  • Office or hybrid office/remote environment
  • Moderate travel

The Salary for this position generally ranges between $175,000-$250,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs.

Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion