Manager Client Services

Empower India; Bengaluru; On-site; INR 1,400,000 - 1,900,000; Full time

Job summary

Empower India is seeking a Manager to bridge Client Service Managers and Operations, ensuring high-quality responses to retirement plan queries and adherence to time standards. The role includes staff training, mentoring, quality control, MIS reporting, and forecasting staffing needs with overtime considerations.

Candidate will drive performance, conduct monthly coaching, and collaborate with CSM groups to identify middle-office tasks.

Qualifications

• Bachelor's Degree is a must.
• Strong analytical, interpersonal, and organizational skills.
• Proficiency in MS Office; MS Excel expertise is required.

Responsibilities

• Oversee client service staff training and mentoring.
• Monitor quality, productivity and MIS reporting within the team.
• Lead process improvements for efficiency and cost effectiveness.
• Coordinate staffing, overtime forecasting and performance appraisals.
• Escalate issues and manage escalations with internal teams.

Skills

Interpersonal skills

Attention to detail

MS Office

Communication

Education

Bachelor's degree

Tools

MS Excel

MIS reporting

Job description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Manager serves as a bridge between the Client Service Managers and the internal teams under Operations in handling the client queries for their retirement plans. Accountable for ensuring department quality and time standards are met. This position is also responsible to oversee staff training, staff mentoring, quality standards, MIS & reporting, disciplinary action, motivation, identify appropriate staffing levels to projected volume with overtime/vacations and forecasting strategies, timely performance appraisals and salary/promotion/merit increase recommendations.

Primary Duties and Responsibilities

• Must understand all aspects of the Plan Service Center, Partner Link, and plan design along with, understanding of CSM workflow.
• Executes oversight on activities to ensure interdepartmental deliveries are monitored.
• He/she is responsible for taking on roles which includes training others, team bonding, and personal development of team members to maximize the department’s resources.
• Maintain employee records, track quality and productivity.
• Monitor trends, maintain employee records and report findings to management.
• Drives the team & escalates on outstanding issues with internal functional areas related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries on behalf of the team/CSM.
• Career Development & Coaching - responsible for the development of associates. Conducts monthly one-on-one meetings and ongoing coaching with them. Provides ongoing feedback regarding quality of work to team members and works to improve processes and overall quality for the team/department.
• Ensures team performance meets and exceed function/department goals, quality targets, and service level expectations. Monitors individual reconciler statistics to ensure they are within established guidelines. Prepares reports measuring/detailing performance, including monthly management reports
• Escalated Issues - fields escalated issues from representatives, clients, and participants. Identifies trends in escalated issues and proactively addresses with staff.
• Staffing - assesses staffing needs, conducts prospective employee interviews, and makes decisions regarding the hiring of new employees. Conducts performance evaluations and manages staff issues according to company and divisional policies. Performs/assists in compensation during year end performance review, also taking necessary disciplinary action if necessary.
• Participates in and/or coordinates conference calls and meetings to consult and assist client with questions or issue resolution.
• Would easily switch as SME of the team if the role demands to trouble shooting and floor support for the team in absence of SME/Lead.
• Should be able to manage daily delivery with a deep understanding of operations systems and process.
• Should closely work with the CSM group to identify potential middle office tasks. This will mean bring segment level potential work to the team in CSG.
• Assist & collaborate with leads in the team around process deep dive, review, controls, and audits as appropriate. Manage all aspects of logical access review with partners while setting up new task type.
• Exceptional training abilities with hands on experience in designing SOPs, training plan and assessments etc. Lead from front to build domain expertise /SME within the team
• Monitor deliverables by tracking activity, escalating issues, publishing progress reports and dashboards and recommend action plans.
• Part of regular governance with the Client Service Managers across the ACSM/CSM teams.
• Strong role to develop process improvement for efficiency & cost effectiveness.
• Time & accurate reporting on key business levers on regular basis.

Background And Qualifications

• Overall, 9-12 years' experience & minimum 6 years in 401k industry. Cross functional experience in teams such as loans, enrollment, payroll support, compliance, audit is must
• Knowledge of ERISA, DOL and applicable IRS regulations related to retirement
• Strong interpersonal, customer service skills and attention to detail.
• Self-starter and carry a proactive solution driven approach & collaboration mindset
• Must be deadline oriented ensuring issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction
• Highly proficient in Microsoft Office Suite programs
• Should have good oral and written communication skills as the role demands extensive partner communication via calls and emails.
• Eye to detail-oriented candidature with Strong analytical, interpersonal, and organizational skills.
• Bachelor's Degree is a must.
• Good knowledge of MS Office, and proficient in MS Excel. Experience as MIS expert in the current role is must
• Hands on working & leading experience in different teams of the retirement domain is added advantage (Implementation, Money In, Money Out, Account Resolutions etc)
• SPARK/AASPA certified
• LSS certified

Experience working around process related projects

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.