Sr. Director Client Services - Retirement Services

Responsibilities

• Daily call center activities including: WFM Planning, resource allocations, performance management - ultimately focused on core KPIs (Average speed to answer, average handle time, schedule adherence, OSAT).
• Team Meetings, 1:1, skip levels, round tables
• Represent participant persona on key organizational initiatives designed to improve the participant’s experience
• Partners with other Service Senior Leaders, GMs, and VPs to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function, performance, and associate development
• Leads and inspires a virtual and matrix-managed organization including developing, implementing, and sustaining strategies that will ensure associate and client satisfaction and retention through effective management within the RS environment
• Leads and inspires a highly virtual and matrix-managed organization including developing, implementing and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.
• Collaborates with members of their Senior Teams on all strategy regarding client support requirements
• Prepares associates for growth opportunities and acts as a mentor
• Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries
• Leads and inspires a highly virtual and matrix-managed organization including developing, implementing and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.
• Ensures client services leadership team is held accountable to service center productivity goals by effectively balancing call and case activity and resources among virtual client service teams
• Collaborates with members of their Senior Teams on all strategy regarding client support requirements
• Prepares associates for growth opportunities and acts as a mentor
• Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries

Requirements

• FINRA licensing required.
• SIE, Series 6, 63, 26
• This position will sit in our El Paso, TX. We support a hybrid working arrangement; 3 days in the office (minimum) and 2 days at home.
• 12+ years of related direct experience in a call center/client service environment with at least 3 years of direct leadership or managerial experience
• Must possess strong business acumen and a passion for talent development
• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
• Develops and maintains high engagement with not only your direct leadership team but indirect reports as well
• Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries
• Leads and inspires a highly virtual and matrix-managed organization including developing, implementing and sustaining service strategies that will ensure client satisfaction and retention through effective management of Client Services.
• Experience leading a contact center across diverse markets with an understanding of contact center technologies, key performance metrics, and a track record of delivering results in productivity, quality, and talent development
• Ensures client services leadership team is held accountable to service center productivity goals by effectively balancing call and case activity and resources among virtual client service teams
• Collaborates with members of their Senior Teams on all strategy regarding client support requirements
• Prepares associates for growth opportunities and acts as a mentor
• Evaluates, implements, and communicates strategies to improve availability for and resolution of all client inquiries

Qualifications

• A college degree is preferred but not required.
• Preferred Qualifications: Retirement Industry Experience, specifically working with 401(k) plan sponsors or plan participants
• Creative thinker with strong degree of adaptability and flexibility and one who thrives in an environment of continuous change and growth.
• A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives.
• Excellent communication, time management, project management and change management skills.
• Exceptional verbal and written communication skills, with the ability to flex based on audience and other requirements.
• Knowledge of HCM (Human Capital Management).
• Ability to anticipate and adapt to changing conditions and opportunities.
• Ability to prioritize issues and work under the pressure of time constraints.
• Ability to leverage data to make strategic business decisions.
• Business acumen and financial knowledge.
• Ability to deliver results in a fast paced, high volume, and high pressure environment.
• Proven ability to influence without direct authority across matrixed global organizations.
• Experience leading large, strategic, or multi-disciplinary initiatives with enterprise-level impact.
• Experience shaping future-state operating models and service strategies to support organizational scale.
• Strong talent acquisition skills for entry level roles with the ability to attract, develop, and retain talent consistently.
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing.
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions.