Job Description:

Position Purpose:

The Director of Client Services is responsible for leading several teams totaling 45 - 60 service associates and developing strong working relationships with our institutional partners and third party intermediaries. The individual will have a minimum of 7-10 years experience in retirement client service leadership, preferably in a daily valuation environment. This position will be involved in defining the service model to efficiently meet client expectations; developing the process and implementation of an annual business plan; maintaining a high level of customer service; developing and maintaining strong operational controls; recruiting and coaching; contributing as a key member of the Client Services Senior leadership team; crafting long-term strategic planning; and creating and monitoring budgets.

Essential Duties and Responsibilities:

Associate Leadership:

*Motivate, lead and support your leadership team and associates to provide excellent customer service.

*Ensure that teams are equipped to respond to clients and internal areas in a professional and consultative manner to create value to the client.

*Establish and manage team deliverables, ensuring that service level objectives are consistently met or exceeded. Provide leadership and associates with constant feedback on performance and areas of improvement; this includes conducting performance reviews.

*Conduct regular staff meeting with leadership and teams providing updates, and receiving feedback.

*Provide guidance to team on a daily basis to effectively and swiftly resolve escalated issues.

*Develop leadership and associate expertise, ability and experience for career pathing within Ascensus.

*Assist in escalating and/or prioritizing items needed from operational areas.

*Proactively implement strategies to improve associate satisfaction and deliver results.

*Encourage a culture where associates can take appropriate risks.

Serving Clients:

*Act as senior leader for prospects, clients and advisors looking for executive presence in sales and service meetings.

*Serve as senior decision maker on escalated items.

*Ensure plans are in place and operating to ensure satisfaction and retention of key clients.

*Develop professional relationships with internal teams, institutional partners and intermediaries to move the organization forward for our associates and clients.

*Actively advocate for employers and intermediaries across the organization.

Strategic Activities:

*Collaborate with Relationship Managers and partners to build service models and business plans to maximize revenues, client retention and organic sales.

*Team with executive leadership and peers to create strategy and vision for the Client Services organization.

*Develop project plans and teams to achieve strategy and vision.

*Keep abreast of competitors' best practices and innovative solutions.

Process and Business Management:

*Monitor department performance and statistical reporting, understand open issues and workload demands to effectively and efficiently mobilize resources.

*Ensure that issue tracking systems are in place and functioning properly for identifying trends that may result in training, workflow changes or IT requests.

*Develop department staffing and budget plans.

*Monitor and actively manage department expenses and revenue generating activities to meet budget.

*Identify areas of improvement including workflows, policies, technology, products and training. Develop improvement plans, gain support and execute.

*Work with peers in the senior management team to identify global issues and opportunities for improvement, make recommendations for change and implement change. Skillfully change direction when needed.

*Perform other duties and special projects as assigned.

Requirements:

*Bachelor's degree in business, finance, accounting, or related field.

*7-10 years client experience in retirement services

*Demonstrated ability to lead with strong management skills.

*Excellent written and oral communication skills.

*Professional demeanor and experience with client meetings.

*Proficiency with PC's including Excel and Word.

*Comprehensive knowledge of Ascensus Client Services, recordkeeping and peripheral systems or related retirement industry experience.

*Excellent analytical and problem solving skills.

*Detail oriented and proven ability to work well within given timeframes and standards.

*Ability to multi-task and handle multiple priorities.

Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 10 million Americans save for retirement and college.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").

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