Senior 401(k) Client Experience Manager

Automatic Data Processing, Inc.

Louisville (KY)

Hybrid

USD 70,000 - 100,000

Full time

7 days ago

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Job summary

ADP is hiring a 401(k) Client Service Manager in Louisville, KY to lead a regional team of 4–5 specialists, ensuring high-quality client service and timely resolutions. You will collaborate with payroll, operations and HR to optimize 401(k) administration, drive program enhancements and monitor performance metrics.

The role emphasizes strong communication, coaching, and strategic thinking, with a hybrid work model and opportunities for career development.

Qualifications

4+ years experience with qualified Plans.
At least 2 years' proficiency with client service regarding qualified Plans.
Bachelor's Degree or its equivalent in education and experience
CEBS, QKA, ERPA
In-depth working knowledge in retirement service industry.
Prefer experience with a TPA or record keeper.
General financial services background. General ERISA knowledge.
Demonstrates strong oral/written communication skills.
Proficiency in using payroll, HR databases and recordkeeping systems
Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
Demonstrates ability to learn other proprietary system tools and Clarify).
Personnel management, strategic thinking, and decision making
Proven relationship-building skills. Strong time-mgmt, organization and problem solving skills.
Ability to coordinate and take the lead on conference calls.
Ability to gauge client satisfaction through scheduled surrey's, client calls/visits and day-to-day interaction

Responsibilities

Manages the Regional 401(k) department, providing feedback to each associate, based on their job duties, ensuring quality performance, and high standard work ethic.
Manages performance of associates in order to meet employee retention goals, to ensure high statistical achievement and provide opportunities for career development.
Drafts performance appraisals for associates and provides feedback;works closely with the Plan Executive to draft team goals and implement enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.
Coordinate functions within the department to initiate communication and encourage team spirit.
Respond to inquiries from Operations Exec., Clients, Sales, Payroll, Human Resources, and New Business regarding 401(k) Administration, process flow, statutory limitations and changes.
Works with the New Business Team to ensure client satisfaction with the 401(k) product,to assign new 401(k) Specialists - to receive feedback on client concerns.(MEP)
Works with the HR/Client Relations Executive to schedule client service calls of our Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product - to receive feedback on client concerns.(MEP)
Provides assistance to the 401(k) Plan Specialist regarding client problem resolution in the technical - compliance features of the 401(k) Plan.
Trend client escalations and provide summary reports to Plan Executive monthly.
Manages NPS Detractors and Promoters and periodically calls on clients for feedback.
Work with Plan Exec and Management to rollout Annual Strategies and Campaigns
Manage Dept Productivity, Monitor Clarify Queues and workgroups.
Performs other related duties as assigned.