Senior, Client Service Manager

Accountabilities: Manage a large portfolio of clients with complex retirement plan structures, providing proactive guidance on plan design considerations and compliance implications. Build trusted client relationships by addressing questions, requests, and concerns while maintaining service standards and internal policies. Independently investigate and resolve escalated or sensitive client issues, ensuring timely and accurate outcomes. Review and approve complex transactions, maintaining compliance and operational integrity. Conduct detailed account reviews and trend analysis to identify discrepancies, mitigate risks, and prevent errors. Partner with operations, technology, and compliance teams to investigate and resolve recurring or systemic issues. Apply subject-matter expertise in ERISA, IRS, and internal compliance requirements, identifying potential regulatory risks across client accounts and portfolios. Prepare detailed reports and dashboards for internal stakeholders and clients, translating findings into actionable recommendations. Identify and implement improvements to client service processes, workflows, and operational procedures. Share knowledge, insights, and best practices with colleagues and cross-functional partners. Mentor and support junior team members through coaching, knowledge-sharing, and work reviews. Contribute to additional projects and responsibilities as required. Requirements: At least 6 years of experience in client service, financial services, or retirement plan operations, or equivalent experience gained through work, training, military service, or education. Strong understanding of retirement plan administration and financial concepts, with the ability to apply procedures accurately and exercise independent judgment on moderately complex matters. Familiarity with retirement products and services, including 401(k), 403(b), defined benefit arrangements, pension risk transfer group annuity contracts, or other defined contribution offerings. Ability to guide clients and internal teams through complex retirement plan features, processes, and requirements. Strong written and verbal communication skills, with confidence interacting with clients and internal stakeholders. Ability to mentor and support junior colleagues by sharing expertise, reviewing work, and coaching on best practices. Excellent attention to detail and the ability to identify, troubleshoot, and resolve data discrepancies with minimal supervision. Proficiency in Microsoft Office and recordkeeping or workflow systems, with the ability to recommend process improvements. Strong organizational and prioritization skills, including the ability to manage competing demands in a fast-paced environment and escalate issues appropriately. Candidates with 8+ years of relevant experience and deeper expertise in retirement plan administration may be considered for the Lead, Client Service Manager level. Work authorization: Applicants must be authorized to work in the United States without requiring current or future immigration sponsorship. Work arrangement: In-office, hybrid, or remote options may be available. Remote work is limited to candidates residing more than 30 miles from Des Moines, Iowa, or Charlotte, North Carolina. Benefits: Annual base salary: The overall advertised salary range is $84,600–$187,200, depending on job level, location, experience, and qualifications. Senior, Client Service Manager salary ranges: Wichita, Kansas: $84,600–$114,300. Des Moines, Iowa: $89,300–$120,650. Charlotte, North Carolina: $94,000–$127,000. Chicago / Minneapolis: $103,400–$139,700. Los Angeles / New York City: $112,800–$152,400. Potential Lead-level salary ranges: $104,400–$140,400 in Wichita; $110,200–$148,200 in Des Moines; $116,000–$156,000 in Charlotte; $127,600–$171,600 in Chicago / Minneapolis; and $139,200–$187,200 in Los Angeles / New York City. Eligibility to participate in a bonus program for non-sales positions. Flexible Time Off for salaried employees, covering vacation, personal time, and short-term illness without a fixed annual accrual bank. Pension eligibility. Access to in-office, hybrid, or qualifying remote work arrangements.