Director, Client Services - Retirement Services

• Are you an experienced Leader that can analyze data, communicate effectively with all levels of the organization, and respond quickly to changing business needs?
• Do you have a passion for driving business processes and supporting continuous improvement efforts to address emerging market demands?
• Can you develop new and innovative ways to increase revenue and long-term retention opportunities?

In this role as Director, you will primarily be responsible for ensuring the effective leadership and management of the service experience, playing a critical role in strengthening client retention and elevating service delivery within the Retirement Services (RS) Key Accounts Service team.  You will lead ~40 team members in total including 4 direct reports, providing strong leadership and executive presence to meet the needs within the Retirement Services Service Organization. This team is comprised of a Helpdesk, dedicated and team support for our Advisors and strategic partners.

• →Help define and execute the strategic vision for scalable service models.
• →Continuously evaluate service delivery approaches to improve efficiency, consistency and advisor/partner outcomes.
• →Identify opportunities to increase capacity, simplify processes and expand support capabilities.
• →Lead transformation initiatives that position the organization for future growth.

• Own the performance, health and effectiveness of scalable service teams.
• Establish and monitor key performance indicators, service standards and operational goals.
• Drive execution against business priorities and ensure consistent delivery across teams.
• Leverage data and insights to identify trends, mitigate risk and implement performance improvements.

• Build, lead, and develop high-performing leaders and associates.
• Create clear career pathways and development opportunities that support organizational growth.
• Foster a culture of accountability, collaboration, innovation and continuous improvement.
• Provide coaching and guidance to leaders while building leadership bench strength.

• Champion the advisor/partner experience across all scalable service models.
• Ensure support structures align with advisor/partner needs and evolving business demands.
• Partner with Sales and Relationship Management teams to proactively address service opportunities and risks.
• Utilize client and advisor feedback to inform service enhancements and operational improvements.

• Collaborate with senior leaders across Service, Operations, Sales, Product, and Technology.
• Drive adoption of tools, reporting, and workflow enhancements that improve visibility and efficiency.
• Lead change management efforts associated with new programs, processes, and organizational initiatives.
• Identify innovative solutions that enable scalability while maintaining a high-quality service experience.

• We operate on a hybrid working arrangement of 3 days in the office and 2 days at home. This is not a remote position.
• 10+ years of experience in Client Services, Retirement Services, Relationship Management, or a related field
• 5+ years of leadership experience managing client-facing associates or teams
• Exhibits Leadership Excellence, including identifying successful behaviors, ensuring the right talent in the right roles and a strong eye for talent acquisition building successful teams and leaders
• Proven ability and experience to develop and execute strategic business strategies
• Recognized as an individual with outstanding leadership skills, passion, professionalism, communication, and strategic business thinking
• A relationship builder who partners collaboratively internally and externally across the enterprise to ensure we are providing the best client experience and are achieving our business objectives
• Ability to anticipate and adapt to changing conditions and opportunities
• Highly analytical with the ability to tell the story based on the data and analytics
• Ability to coach and mentor others
• Ability to analyze data, draw conclusions, and create strategies based on the conclusions
• Ability to communicate effectively with all levels of the organization including speaking, listening, writing, and presenting
• Ability to collaborate effectively across business functions
• Ability to prioritize issues and work under the pressure of time constraints
• Ability to direct the design and implementation of processes and procedures

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