Sr. 401K Client Service Manager

ADP; El Paso (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Automatic Data Processing, Inc. in El Paso, TX is seeking a 401(k) Client Service Senior Manager to lead the regional client services team and ensure high levels of client satisfaction and retention.

You will oversee 12–16 specialists, coordinate with payroll and support groups, and apply extensive 401(k) knowledge to resolve issues and drive service enhancements. The role focuses on training, performance management, and implementing improvements to meet strategic goals, while maintaining

Qualifications

• 4+ years in Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management.
• 4+ years of direct contact center customer service experience including leadership.
• 2+ years of regulatory/financial framework knowledge in Retirement Services, Insurance, Payroll, Benefits, or other HCM.
• Proficiency in Microsoft Office Products (Word, Excel, Outlook, Co-pilot).

Responsibilities

• Manage the Regional 401(k) department of 12-16 direct inbound Client Service Specialists, providing feedback to each associate, based on their job duties, ensuring quality performance, client retention, and high standard work ethic.
• Manage performance of associates to meet retention goals, ensure high quality and statistical achievement, and provide career development opportunities.
• Draft performance appraisals, provide actionable feedback, and align team goals with Plan Executive.
• Identify and execute improvement projects to improve results and drive business forward.
• Maintain accurate time and attendance records in coordination with Workforce Management.
• Coordinate functions within the department to initiate communication and encourage team spirit.
• Respond to inquiries from Operations, Clients, Sales, Payroll, HR, and New Business regarding 401(k) administration and changes.
• Work with HR/Client Relations Executive to schedule client service calls for Tier One clients to ensure satisfaction.
• Provide assistance to the Plan Specialist regarding escalations and 401(k) process resolutions.
• Trend client escalations and provide monthly summary reports to Plan Executive.
• Manage NPS Detractors and Promoters and periodically call on clients for feedback.
• Roll out Annual Strategies and Campaigns with Plan Exec and Management.
• Monitor Dept Productivity, phone queues and workgroups.
• Performs other related duties as assigned.

Skills

Leadership experience

Customer service leadership

Workforce management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

ADP is hiring a 401(k) Client Service Senior Manager. Manages the day-to-day activities of a 401(K) client services team to ensure delivery of optimal service. Typically manages 12-16 401(k) Specialists. Maintains high visibility within a fast-paced, dynamic environment with an emphasis on high levels of client satisfaction, client retention, and statistical achievement. Balances statistical achievement with quality-of-service initiatives to ensure that all clients receive accurate, professional and timely responses to inquiries/issues. Ensures seamless client service through regular interfaces with internal business partners such as payroll and all our Support Groups. Utilize extensive 401(K) product knowledge and experience to support staff resolving 401(K) product and service issues. Implements enhancements in product and service levels to all service associate levels and provides measurements of success accordingly. Provides a vehicle through which procedural modifications, changing business needs and expansion of services for existing clients may be implemented without causing undue stress on the client population or the service team staff. Determines training requirements; manages human resource issues and performance for the team. Provide communication with payroll regions and other 401(K) departments to resolve client issues. Business travel may be required.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, - Social Responsibility.

RESPONSIBILITIES:

• Manages the Regional 401(k) department of 12-16 direct inbound Client Service Specialists, providing feedback to each associate, based on their job duties, ensuring quality performance, client retention, 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, provides clear actionable feedback and holds team accountable to meet and exceed expectations. 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.
• Responsible to identify and execute improvement projects to improve results and drive business forward.
• Responsible for maintaining accurate time and attendance records in coordination with the Workforce Management Group.
• 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 within the organization and their team to ensure client satisfaction with the 401(k) product, receive feedback on client concerns and provide hands-on de-escalation.
• 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 phone Queues and workgroups.
• Performs other related duties as assigned.

QUALIFICATIONS REQUIRED:

• 4+ Years experience within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management
• 4+ years of direct contact center customer service experience including leadership in said environment
• 4+ Years experience within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management
• 2+ years of demonstrated working knowledge of regulatory and financial frameworks within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management
• Proficiency in Microsoft Office Products (Word, Excel, Outlook, Co-pilot etc)

Preference will be given to candidates who have any of the following:

• Bachelor's Degree or its equivalent in education and experience
• Personnel management, strategic thinking, and decision making
• strong data fundamentals, ability to translate data into actionable insights
• Proven relationship-building skills. Strong time-management, organization and problem-solving skills.
• Experience coordinating and leading projects and conference calls.
• Demonstrates strong oral/written communication skills. Demonstrates strong listening skills
• Demonstrates extraordinary drive to pursue additional responsibility, learn proprietary tools, and resolve challenges in the face of ambiguity.
• Proficiency in navigating payroll, HR databases and recordkeeping systems
• Experience gauging and shaping client satisfaction through service experience, scheduled survey's, client calls/visits and day-to-day interaction
• In-depth working knowledge in retirement service industry, General financial services background and/or General FINRA, DOL, ERISA knowledge.
• Demonstrated continuing education in the 401(k) field. (QKA, QKC,CRPC, ERPA)
• FINRA Series 26 license
• Experience with a TPA or record keeper.

A little about ADP:

We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP:

ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP’s operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP:

ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.