Senior 401(k) Client Services Manager

ADP; Salem (NH); On-site; USD 70,000 - 100,000; Full time

Job summary

ADP is hiring a 401(k) Client Service Manager to lead a team of 10–12 401(k) Specialists and ensure top-tier client service in a fast-paced environment. You will manage performance, coordinate with payroll and support groups, and implement enhancements to service levels while tracking key metrics.

The role emphasizes high client satisfaction, retention, and NPS improvements, with frequent communication across internal partners and potential business travel.

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.
• Proficient in Microsoft Office Products.
• Personnel management, strategic thinking, and decision making.
• Proven relationship-building skills.
• Time management, organization and problem solving skills.
• Ability to coordinate and take the lead on conference calls.
• Ability to gauge client satisfaction through scheduled surveys, 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, ensure high quality and 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.
• Resolve Escalations via phone and email including point-of-call escalation.
• 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.
• Provides assistance to the 401(k) Plan Specialist regarding escalations and 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.

Skills

Qualified Plans

Client Service

Communication

Leadership

Relationship Building

Training & Performance

Conference Calls

MS Office

Payroll/HR Systems

Education

Bachelor's Degree

CEBS

QKA

ERPA

Tools

Clarify

Payroll Systems

Job description

ADP is hiring a 401(k) Client Service Manager to lead a team of 10–12 401(k) Specialists and ensure top-tier client service in a fast-paced environment. You will manage performance, coordinate with payroll and support groups, and implement enhancements to service levels while tracking key metrics.

The role emphasizes high client satisfaction, retention, and NPS improvements, with frequent communication across internal partners and potential business travel.