Manager, Retirement Plan Solutions

Overview

The Manager, Retirement Plan Solutions, is responsible for leading day-to-day service delivery and relationship management for retirement plan clients. This role manages a team of Relationship Managers and Retirement Counselors, driving consistent client experience, plan sponsor and participant satisfaction, and retention of plan assets. The manager partners with internal stakeholders and external vendors to ensure timely execution of client deliverables, supports project work in a fast-paced environment, and helps maintain a strong risk and compliance culture within Retirement Plan Solutions (RPS).

This is a hybrid role, 2-3 days weekly in office.

• Lead and oversee the retirement plan client relationship management service model, ensuring consistent execution of service standards and timely fulfillment of client and regulatory commitments.
• Coach, develop, and assess direct reports through regular 1:1s, training, observation, and performance feedback; support hiring, onboarding, and workforce planning to build a high‑performing team.
• Monitor team workload and workflows; assign accounts and priorities, remove obstacles, and ensure service deliverables are completed on time (e.g., annual reviews, participant education, plan changes, notices, and required filings).
• Serve as the primary escalation point for complex or high‑risk client issues, driving effective resolution, clear communication, and thorough documentation.
• Partner cross‑functionally with Sales, Operations, TPA, Compliance, and other internal teams to deliver a coordinated, high‑quality client experience for plan sponsors, advisors, and affiliated partners.
• Manage relationships with external vendors (e.g., recordkeepers, TPAs, investment providers, and other third parties) to coordinate service delivery, resolve issues, and meet client commitments and timelines.
• Review and approve client‑facing communications prepared by the team (including plan sponsor, participant, and CPA communications), ensuring accuracy, professionalism, and compliance with regulatory and company standards.
• Track, analyze, and report key performance indicators such as service level attainment, retention, and client satisfaction; identify trends and implement continuous improvement initiatives.
• Lead and/or contribute to cross‑functional initiatives, including process improvements, service model enhancements, conversions, new capabilities, and regulatory‑driven projects, while balancing competing priorities and deadlines.
• Promote strong risk management and internal controls by ensuring adherence to policies, procedures, documentation standards, and appropriate handling of sensitive data.
• Stay current on industry trends, regulatory developments, and evolving technology; support team adoption of new systems, tools, and process changes.
• Maintain working knowledge of applicable retirement plan regulations and industry standards; ensure team compliance with established procedures and appropriate escalation of issues.
• Model and reinforce company values, policies, and procedures in all aspects of leadership and client service.
• Supervisory Responsibilities
• Directly manage staff, including interviewing, hiring, training, performance management, coaching, scheduling/work assignment, and administering corrective action up to and including termination in accordance with company policy.

• Bachelor’s degree (B.A./B.S.) from a four‑year college or university and/or five or more years of related experience in retirement plans, financial services, trust, or benefits administration required; prior team lead or people management experience preferred.
• Strong technical and computer skills, including MS Word, Excel, PowerPoint, CRM/workflow tools, database systems, email, and internet usage; ability to learn and support adoption of new systems and process changes.
• Series 65 or Series 66 required (or ability to obtain within 120 days of hire, as applicable); retirement plan industry credentials preferred.
• Strong leadership and coaching skills, including the ability to motivate, develop, and hold others accountable.
• Excellent client service mindset and…