Manager, Client Services

Accountabilities

• • Provide day-to-day leadership, guidance, and support to Retirement Benefit Analysts, ensuring adherence to service standards, operational procedures, and quality expectations.
  • Monitor team performance, productivity, attendance, and quality metrics while helping balance workloads, coordinate schedules, assign tasks, and ensure timely completion of deliverables.
  • Serve as a first escalation point for routine client and operational issues, resolving matters where appropriate and directing more complex concerns to the appropriate leadership.
  • Provide coaching, informal mentoring, and constructive feedback to strengthen employee capabilities, engagement, and performance.
  • Support onboarding and training of new team members while identifying development needs and escalating opportunities for formal development plans when necessary.
  • Handle moderately complex client inquiries and service requests, participating in client calls and meetings as needed to support relationship management.
  • Gather client feedback and communicate relevant insights to leadership to help identify opportunities for service improvements and stronger customer experiences.
  • Coordinate operational improvement initiatives, track project progress, and help implement more efficient workflows and customer interaction processes.
  • Monitor compliance with policies, procedures, regulatory requirements, and established service standards, addressing issues and escalating risks when appropriate.
  • Prepare and maintain team performance reports covering productivity, quality, attendance, and other operational indicators.
  • Apply financial and operational awareness to support resource allocation, performance management, and team effectiveness.
  • Participate in special projects and organizational initiatives that support broader operational, client service, and business objectives.

  Requirements

  • 5+ years of experience in client service, financial services, retirement plan operations, or a comparable combination of professional experience, training, military service, and education.
  • At least 1 year of direct or indirect leadership experience, including coaching, mentoring, team coordination, or operational leadership.
  • Strong communication, collaboration, coaching, and relationship-building skills.
  • Demonstrated ability to manage day-to-day operations, prioritize competing workloads, and effectively balance team assignments.
  • Strong problem-solving and decision-making abilities, particularly when addressing operational challenges and client concerns.
  • Basic financial and operational acumen, including awareness of budgets, resource allocation, performance tracking, and business results.
  • Excellent attention to detail and a strong commitment to policies, procedures, quality standards, and compliance requirements.
  • Ability to work effectively in a fast-paced, service-oriented environment while maintaining accuracy and meeting deadlines.
  • Experience with defined benefit pension plans, including benefit determinations, calculations, or retirement benefit administration, is preferred.
  • Knowledge of actuarial principles or experience collaborating with actuarial teams is preferred.
  • Exposure to retirement plan funding, pension operations, or applicable regulatory requirements is an advantage.
  • Experience using AI tools or technologies to improve efficiency, support decision-making, or streamline operational processes is a plus.
  • Ability to work effectively in a hybrid or remote environment, depending on location and business requirements.
  • Applicants must be authorized to work in the United States without requiring current or future immigration sponsorship.

  Benefits

  • Targeted base salary range of $84,600–$138,400 per year, depending on geographic location, experience, education, skills, and other job-related factors.
  • Potential participation in a performance-based bonus program.
  • Pension-eligible position.
  • Flexible Time Off (FTO) for vacation, personal time, and short-term illness without a fixed accrued-day bank.
  • Hybrid work arrangements, generally involving at least three office days per week for eligible locations.
  • Remote work opportunities for employees residing more than 30 miles from Des Moines, Iowa, subject to applicable requirements.
  • Comprehensive benefits designed to support physical, financial, and social well-being.
  • Opportunities for professional development, coaching, and career growth.
  • Work within a purpose-driven financial services environment focused on improving financial security and customer outcomes.