Vice President, Client Service Management – Retirement Services
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Job Description
Vice President of Client Services overseeing client satisfaction and operational excellence for 401(k) plans. Leading service delivery improvements and team performance in a regulated environment.
Responsibilities:
- Oversee the organizational structure and service model ensuring consistency, efficiency, and alignment with business goals
- Own enterprise level client satisfaction outcomes, including NPS, survey feedback, team performance, and overall experience quality
- Ensure accurate and timely execution of core 401(k) plan operations, including compliance testing, 5500 filings, year end readiness, and participant processes
- Lead major transformation efforts to improve scalability and client experience
- Coach and develop leaders and high potential associates; build clear career paths and training programs
- Manage key performance indicators (KPIs) across service delivery
Requirements:
- Bachelor’s degree in general business or management preferred
- Industry specific certification (ASPPA, CEBS, etc.) strongly preferred
- Minimum 7+ years in a director and/or vice president level capacity within financial services industry, retirement industry preferred
- Knowledge of smaller market plan service including resource management, compliance and recordkeeping services
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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