Manager, Retirement Plan Relationship Management

About the role

The Manager, Retirement Plan Solutions leads day-to-day service delivery and relationship management for retirement plan clients. This role oversees a team of Relationship Managers (RMs) and Retirement Counselors (RCs), driving consistent client experience, plan sponsor and participant satisfaction, and retention of plan assets. The manager partners with internal stakeholders and external vendors to ensure timely execution of client deliverables, supports project work in a fast-paced environment, and helps maintain a strong risk and compliance culture within Retirement Plan Solutions (RPS).

Responsibilities

• Lead and oversee the retirement plan client relationship management service model, ensuring consistent execution of service standards and timely fulfillment of client and regulatory commitments.
• Coach, develop, and assess direct reports through regular 1:1s, training, observation, and performance feedback; support hiring, onboarding, and workforce planning to build a high-performing team.
• Monitor team workload and workflows; assign accounts and priorities, remove obstacles, and ensure service deliverables are completed on time (e.g., annual reviews, participant education, plan changes, notices, and required filings).
• Serve as the primary escalation point for complex or high-risk client issues, driving effective resolution, clear communication, and thorough documentation.
• Partner cross-functionally with Sales, Operations, TPA, Compliance, and other internal teams to deliver a coordinated, high-quality client experience for plan sponsors, advisors, and affiliated partners.
• Manage relationships with external vendors (e.g., recordkeepers, TPAs, investment providers, and other third parties) to coordinate service delivery, resolve issues, and meet client commitments and timelines.
• Review and approve client-facing communications prepared by the team (including plan sponsor, participant, and CPA communications), ensuring accuracy, professionalism, and compliance with regulatory and company standards.
• Track, analyze, and report key performance indicators such as service level attainment, retention, and client satisfaction; identify trends and implement continuous improvement initiatives.
• Lead and/or contribute to cross-functional initiatives, including process improvements, service model enhancements, conversions, new capabilities, and regulatory-driven projects, while balancing competing priorities and deadlines.
• Promote strong risk management and internal controls by ensuring adherence to policies, procedures, documentation standards, and appropriate handling of sensitive data.
• Stay current on industry trends, regulatory developments, and evolving technology; support team adoption of new systems, tools, and process changes.
• Maintain working knowledge of applicable retirement plan regulations and industry standards; ensure team compliance with established procedures and appropriate escalation of issues.
• Model and reinforce company values, policies, and procedures in all aspects of leadership and client service.
• Directly manage staff, including interviewing, hiring, training, performance management, coaching, scheduling/work assignment, and administering corrective action up to and including termination in accordance with company policy.

Requirements

Bachelor’s degree (B.A./B.S.) from a four-year college or university and/or five (5) or more years of related experience in retirement plans, financial services, trust, or benefits administration required; prior team lead or people management experience preferred.

Strong technical and computer skills, including MS Word, Excel, PowerPoint, CRM/workflow tools, database systems, email, and internet usage; ability to learn and support adoption of new systems and process changes.

Series 65 or Series 66 required (or ability to obtain within 120 days of hire, as applicable); retirement plan industry credentials preferred.

Strong leadership and coaching skills, including the ability to motivate, develop, and hold others accountable.

Excellent client service mindset and relationship-building skills with plan sponsors, internal partners, and external stakeholders.

Clear, professional verbal and written communication skills, with strong listening, facilitation, and presentation abilities across audiences (customers, small groups, senior leadership, and boards).

Sound judgment and problem-solving skills, including the ability to navigate ambiguity and manage escalations.

Strong organization and prioritization skills with the ability to manage multiple priorities and project work in a fast-paced environment.

Collaborative approach with the ability to influence across teams and effectively partner with vendors and third parties.

High attention to detail with a strong commitment to quality, risk awareness, and follow-through.

Ability to read, analyze, and interpret documents, procedure manuals, and common industry-related journals, reports, and materials.

Qualifications

Required:

• Bachelor’s degree (B.A./B.S.) from a four-year college or university
• Five (5) or more years of related experience in retirement plans, financial services, trust, or benefits administration
• Series 65 or Series 66 required (or ability to obtain within 120 days of hire, as applicable)

Preferred:

• Retirement plan industry credentials

Skills

• Technical and computer skills (MS Word, Excel, PowerPoint, CRM/workflow tools, database systems, email, internet usage)
• Leadership and coaching skills (motivation, development, accountability)
• Client service mindset and relationship-building skills (plan sponsors, internal partners, external stakeholders)
• Clear, professional verbal and written communication skills (listening, facilitation, presentation)
• Sound judgment and problem-solving skills (navigation of ambiguity, management of escalations)
• Organization and prioritization skills (multiple priorities, project work in a fast-paced environment)
• Collaborative approach (influence across teams, partnership with vendors and third parties)
• Attention to detail (quality, risk awareness, follow-through)
• Industry trends, regulatory developments, and technology (current on, support team adoption of new systems and process changes)

Benefits

Base salary range for this role in Dallas, TX and Des Moines, IA is $120,000 to $155,000, plus a competitive performance-based bonus. Base salary depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Salary range may also differ significantly due to geography and cost of labor considerations.

What's included in the benefits package:

• Inclusive health, dental, vision and life insurance plans
• Easy access to mental health benefits
• 20 plus days of paid time off (PTO), paid holidays, and 2 paid wellness days
• 401(k) Savings plan with a generous company contribution (up to 5%) and access to a financial professional
• Paid parental leave
• Health Savings and Flexible Spending Account options
• Employee Assistance Program (EAP), LifeLock, Pet Insurance and more.

About Cetera Financial Group

Cetera Financial Group ® ("Cetera") is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is one of the largest independent financial advisor networks in the nation by number of advisors, as well as a leading provider of retail services to the investment programs of banks and credit unions. Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support, and innovative technology.

Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law. Agencies please note: this recruitment assignment is being managed directly by Cetera’s Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated. Please review our Workforce Privacy Policy for further details on what information we collect and the purposes for collection.