Senior Client Service Manager, Relationship Management - Retirement Plan Services

Charles Schwab; Phoenix (AZ); On-site; USD 83,000 - 126,000; Full time

Job summary

An established industry player is seeking a Senior Client Service Manager to oversee complex retirement plans and enhance client relationships. In this pivotal role, you will engage with clients, uncover their needs, and collaborate with internal experts to deliver tailored solutions. Your leadership will drive client satisfaction and retention, ensuring compliance with industry standards. This position offers a dynamic work environment where your contributions will directly impact client success and the overall effectiveness of the organization. Join a forward-thinking team committed to innovation and excellence in client service.

Benefits

401(k) with company match

Paid time for vacation

Tuition reimbursement

Health, dental, and vision insurance

Paid parental leave

28-day sabbatical after 5 years

Qualifications

• 10+ years of experience with employer-sponsored retirement plans.
• High degree of integrated benefit services experience.
• Excellent written and oral communication skills.

Responsibilities

• Lead 3-5 sizable client relationships and ensure plan administration.
• Collaborate with business partners to resolve client issues.
• Deliver client education on investment offerings and fiduciary responsibilities.

Skills

Client Relationship Management

Retirement Plan Administration

Communication Skills

Project Management

Problem Solving

Regulatory Knowledge

Team Collaboration

Education

Bachelor's Degree

Job description

Senior Client Service Manager, Relationship Management - Retirement Plan Services

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Senior Client Service Manager, Relationship Management - Retirement Plan Services

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This range is provided by Charles Schwab. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$83,200.00/yr - $126,000.00/yr

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

The Senior Client Service Manager, Relationship Management plays the critical role of primary relationship owner and interface between our plan sponsors and Schwab. You would be responsible for oversight of all aspects of retirement plan recordkeeping and administration. In this capacity, you will consistently explore and discover client and consultant needs by engaging in face-to-face meetings, asking well-defined, open-ended questions to clearly uncover new business opportunities and identify relationship challenges. As a part of this ongoing process, you will utilize your personal knowledge and expertise as well as identify and engage the appropriate subject matter experts within Charles Schwab to assist with presentations and discussions to ensure client understanding of available solution sets to achieve successful outcomes.

The Senior Client Service Manager, Relationship Management will work together, as a team, with their Client Relationship Practice Leader and Client Relationship Administrators to provide a coordinated approach of client service delivery in support of plan administration requirements and unique client needs. The goal of these team-based efforts will be to drive higher levels of client retention, client satisfaction, and expansion of the overall Schwab relationship with assigned practice clients. In meeting and exceeding these duties, you are expected to understand and adhere to Schwab policies and practices and will play a key role in the mitigation of operational and financial risk to Schwab. The Senior Client Service Manager, Relationship Management will typically provide comprehensive client relationship support for clients that have enhanced complexity and assets totaling $1B and above.

What You’re Responsible For

• Leading approximately 3-5 sizable growing client relationships.
• Understand assigned practice plans to ensure administration is completed in accordance with plan provisions.
• Collaboration with business partners to delegate and lead client issues to successful resolution is key in your position.
• Approaching every client interaction holistically by being aware of all issues and events related to the client and collaborate with peers to build a precise client experience is a major part of your role.
• Consistently explore and discover client and consultant needs by engaging in face-to-face meetings asking well-defined, open-ended questions to clearly uncover new business opportunities and relationship challenges. Identify and
• Engage the appropriate subject matter experts within Charles Schwab to assist with appropriate client discussions to accomplish client understanding of solution sets to achieve successful outcomes.
• Ensure client satisfaction, improve client promoter scores, and actively communicate plan administration activities with your internal teams.
• Identify and adapt to clients’ and consultants’ diverse backgrounds and roles (executives, human resources, and finance) and maintain investment-related expertise to effectively sell and deliver product, service, and platform solutions.
• Support Sales efforts, as needed,
• Deliver client education and training by developing appropriate awareness of investment offerings, fiduciary responsibilities and procedures when presenting opportunities for clients to contract investment products, services, and platforms.
• Work reciprocally within the organization, share standard methodologies, and aid in the continuous improvement of the services provided by Schwab to ensure your success.
• Execute client and regulatory changes.
• Effectively and authentically communicate Schwab’s value to clients.
• Apply specialized knowledge within all aspects of qualified and non-qualified retirement plan recordkeeping and understand the broader impact on the company.
• Build and sustain positive relationships with clients and partnerships with internal associates as well as key contacts within the industry to stay results oriented.
  
  

What you have

To ensure that we fulfill our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

• 10 + years of experience working with large, complex employer sponsored Retirement Plans.
• Bachelor's degree or equivalent experience.
• High degree of integrated benefit services experience with comprehensive knowledge of equity compensation plan (stock options, restricted stock, SARs, ESPP), administration and plan design and administration for qualified retirement and non-qualified executive deferred compensation plans.
• Thorough understanding of retirement and benefit plan industry trends, ongoing regulatory and legislative processes impacting the client base and ERISA related regulations.
• Thorough knowledge of investment products and platforms including passive and active Mutual Funds, ETFs, CTFs, Money Market Funds, Charles Schwab Bank investment products, in-plan advice and guidance, and managed account services.
• High energy, confidence, accountability, and professionalism, while also demonstrating personal integrity, resilience, and respect for others
• Ability to develop and implement client strategies, retirement plan design, compliance, IRS reporting, as well as a proven understanding of mutual funds and other investments.
• Ability to work independently with minimal oversight by your manager.
• Excellent written and oral communication skills.
• Ability to communicate effectively, problem seek, and influence and build consensus among team members, leadership, and clients through presentations.
• Ability to identify client issues that pose a risk to the firm, handle them appropriately and recommend solutions to address future issues effectively ensures your growth as a Relationship Manager.
• Effectively service plans with varying level of complexity.
• Excellent project management and time management skills and ability to handle multiple assignments that have a long and short duration over a given time with attention to details
• The ability to inspire and support those around you to challenge the status quo; effect small and large changes to continue to elevate the teams' effectiveness and level of service provided to our clients.
• Meet deadlines within a fast-paced environment.
• Collaborate effectively in teams and influence outcomes.
• Flexibility to travel for client visits and sales presentations as needed.
  
  

Preferred Qualifications

• ASPPA, CEBS and/or NIPA designation. QPA, CPC or equivalent certification/designations.
  
  

What’s in it for you

At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Business Development and Sales

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