Lead Account Manager – Retirement

Responsibilities

• Provide overall administration and servicing of complex retirement plans across all markets
• Partner with the client in creating a plan vision and strategy using consultative selling skills
• Utilize excellent client service skills by partnering with Client Executives and internal operations areas to enhance customer relationships and satisfaction
• Oversee administration and servicing of complex retirement plans
• Identify customer expectations and develop a strong working relationship
• Research issues, develop potential solutions, and negotiate problem resolution
• Develop and foster proactive, positive relationships with clients, financial professionals and internal service teams
• Provide prompt, accurate and consistent information that meets or exceeds quality metrics
• Recognize and implement solutions to problems and issues, and suggest improvements to gain efficiencies
• Collaborate with internal partners to address client needs, develop and maintain action plans, and consult on products, services, and capabilities
• Demonstrate extensive knowledge of all recordkeeping, outsourcing and processing capabilities
• Attend training to obtain functional retirement plan knowledge
• Gather data from multiple systems to interpret, troubleshoot and resolve problems
• Lead effective/strategic client meetings either face‑to‑face or via conference call
• Share best practices with the team
• Assist in interviewing, providing leadership, coaching and development of team members
• Assist with escalation resolution and approve reversals and profit or loss calculations
• Monitor and take the lead on team projects, enhancements and process improvements
• Establish deadlines and lead team to meet goals
• Understand and drive solutions that lead to efficiency and value‑added service for clients and internal customers
• May make financial approvals up to $500 in the absence of management

• Bachelor’s degree in a business field or equivalent education/experience
• Eight years of customer relationship experience, including five years of retirement industry experience
• Expert knowledge of daily administration of retirement plans
• Outstanding relationship management and ability to communicate with clients in a professional manner, orally and in writing
• Advanced presentation, influence and negotiation skills
• Ability to align behaviors and work to Transamerica’s Future Fit Culture
• Proficiency using MS Office tools
• Advanced skills in MS Excel
• Prior experience supporting MEPs, PEPs, PEO‑sponsored plans, or other pooled retirement arrangements preferred
• Experience working for a recordkeeper, TPA, payroll provider, PEO, or retirement consulting organization supporting complex retirement plans preferred
• Strong understanding of retirement plan administration, payroll integration, eligibility, compliance, and operational workflows
• Demonstrated ability to manage executive‑level client relationships and facilitate strategic business discussions
• ASPPA credentials (QKA, QPA, CPC, TGPC, etc.) preferred