Senior Client Service Manager, Relationship Management - Retirement Plan Services

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 is responsible for leading day-to-day client service delivery in support of plan administration and client needs. This role includes daily oversight of all aspects of qualified and non-qualified retirement plan recordkeeping and administration that may include resolution of client issues, coordination of internal groups for issue resolution, client presentations and sales support.

As the lead interface between plan sponsor and Schwab, the Senior Client Service Manager, Relationship Management, will be accountable for client satisfaction, delivering support to clients by broadening Schwab's relationships with plan sponsors and plan participants. You will build an understanding of and adherence to Schwab policies and practices and mitigation of operational and financial risk to Schwab. The Senior Client Service Manager will typically provide comprehensive client relationship support for clients that have assets totaling $150M to $500M.

• Leading approximately 10-15 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 collaborating with peers to build a precise client experience is a major part of your role.
• Ensure client satisfaction, improve client promoter scores, and actively communicate plan administration activities with your internal teams.
• Support Sales efforts, as needed,
• 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.

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

• 7+ years of experience working with employer sponsored Retirement Plans.
• Bachelor's degree or equivalent experience.
• Understanding of ERISA, industry rules and regulations, and non-Qualified plan design.
• Ability to develop and implement client strategies, retirement plan design, compliance, IRS reporting, as well as an understanding of mutual funds and other investments.
• Ability to work independently with minimal oversight by your manager.
• Excellent written and oral communication skills are critical in your role.
• 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.
• Effectively run plans with varying levels of complexity.
• Time management skills and ability to handle multiple assignments at a given time.
• Self-motivated, enthusiastic, takes initiative and demonstrates a high degree of personal integrity, resilience, honesty and respect for others.
• Inspire and support those around you to challenge the status quo; effect small and large changes in order 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.
• Demonstrate confidence, accountability, and teamwork with each interaction.
• Flexibility to travel for client visits and sales presentations.

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

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