Strategic 401(k) Client Services Leader

adpinternalcareers; El Paso (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

ADP is hiring a 401(k) Client Service Manager to oversee day-to-day operations of a client services team and ensure top-tier service for 401(k) clients. The role focuses on client satisfaction, retention, and performance metrics in a fast-paced environment.

The incumbent will manage 12–16 specialists, drive process improvements, and collaborate with payroll and support groups to resolve complex issues while tracking escalations and reporting outcomes.

Qualifications

• 4+ years of experience in Retirement Services or related fields.
• 4+ years of direct contact center customer service experience with leadership.
• 2+ years of knowledge of regulatory and financial frameworks in Retirement Services.
• Proficiency in Microsoft Office products.

Responsibilities

• Lead the Regional 401(k) department of 12–16 direct inbound Client Service Specialists, providing feedback and ensuring quality, retention, and high standards.
• Draft performance appraisals and provide actionable feedback to associates, aligning goals with plans.
• Identify and execute improvement projects to drive business forward.
• Coordinate with Payroll, HR, Operations to resolve client issues.
• Monitor productivity, phone queues, and team performance.

Skills

Leadership

Customer service

Communication

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

ADP is hiring a 401(k) Client Service Manager to oversee day-to-day operations of a client services team and ensure top-tier service for 401(k) clients. The role focuses on client satisfaction, retention, and performance metrics in a fast-paced environment.

The incumbent will manage 12–16 specialists, drive process improvements, and collaborate with payroll and support groups to resolve complex issues while tracking escalations and reporting outcomes.