Director, Client Services

Position Purpose:          

The Director of Client Services is responsible for leading a team of up to 15 service associates and developing strong working relationships with our institutional partners, third party intermediaries and clients.  The individual will have a minimum of 5 - 10 years experience in retirement client service in a full service daily valuation environment, and preferably Prevailing Wage / Davis-Bacon knowledge. This position will be responsible for the execution of a consultative service model that will meet and exceed client expectations; maintaining a high level of customer service resulting in positive Net Promoter scores; developing and maintaining strong operational controls.

Essential Duties and Responsibilities

Associate Leadership:

• Motivate, lead and support your team to provide excellent customer service. 
• Ensure that teams are equipped to respond to clients and internal teams 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 team meetings with leadership and teams providing updates, and receiving feedback. 
• Provide guidance and support to team on a daily basis to effectively and swiftly resolve escalated issues.
• 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.
• 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:

• Team with leadership and peers to create strategy and vision for the Employer Services and Solutions 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.
• Identify areas of improvement including workflows, policies, technology, products and training. Develop improvement plans, gain support and execute.
• Work with peers on the leadership team to identify global issues and opportunities for improvement, make recommendations and implement change.  Skillfully pivot as needed.

Requirements:

• Bachelor’s degree in business, finance, accounting, or related field. 
• Prevailing Wage knowledge and experience
• 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.
• 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.
• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

25% Travel required

The national average salary range for this role is $110-120k in base pay, exclusive of any bonuses and benefits. This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case-by-case basis.  Other rewards and benefits may include: 401(k) match, Medical, Dental, Vision, Paid-Time-Off, etc.  For more information, please visit careers.ascensus.com/#Benefits. 

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