Sr. Client Service Manager

Position: Sr. 401K Client Service Manager
Job Description ADP is hiring a 401(k) Client Service Senior Manager. Manages the day-to-day activities of a 401(K) client services team to ensure delivery of optimal service.  Typically manages 12-16 401(k) Specialists.  Maintains high visibility within a fast-paced, dynamic environment with an emphasis on high levels of client satisfaction, client retention, and statistical achievement.  Balances statistical achievement with quality-of-service initiatives to ensure that all clients receive accurate, professional and timely responses to inquiries/issues.  

Ensures seamless client service through regular interfaces with internal business partners such as payroll and all our Support Groups.  Utilize extensive 401(K) product knowledge and experience to support staff resolving 401(K) product and service issues. Implements enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.  Provides a vehicle through which procedural modifications, changing business needs and expansion of services for existing clients may be implemented without causing undue stress on the client population or the service team staff.  

Determines training requirements; manages human resource issues and performance for the team.  Provide communication with payroll regions and other 401(K) departments to resolve client issues. Business travel may be required.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong  strive for every interaction to be driven by our CORE values:
Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, - Social Responsibility.

RESPONSIBILITIES:

Manages the Regional 401(k) department of 12-16 direct inbound Client Service Specialists, providing feedback to each associate, based on their job duties, ensuring quality performance, client retention, and high standard work ethic.

Manages performance of associates in order to meet employee retention goals, ensure high quality and statistical achievement and provide opportunities for career development.

Drafts performance appraisals for associates, provides clear actionable feedback and holds team accountable to meet and exceed expectations.  Works closely with the Plan Executive to draft team goals and implement enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.

Responsible to identify and execute improvement projects to improve results and drive business forward.

Responsible for maintaining accurate time and attendance records in coordination with the Workforce Management Group.

Coordinate functions within the department to initiate communication and encourage team spirit.

Respond to inquiries from Operations Exec., Clients, Sales, Payroll, Human Resources, and New Business regarding 401(k) Administration, process flow, statutory limitations and changes.

Works within the organization and their team to ensure client satisfaction with the 401(k) product, receive feedback on client concerns and provide hands-on de-escalation.

Resolve Escalations via phone and email including point-of-call escalation.

Works with the HR/Client Relations Executive to schedule client service calls of our Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product - to receive feedback on client concerns.

Provides assistance to the 401(k) Plan Specialist regarding escalations and client problem resolution in the technical - compliance features of the 401(k) Plan.

Trend client escalations and provide summary reports to Plan Executive monthly.

Manages NPS Detractors and Promoters and periodically calls on clients for feedback.

Work with Plan Exec and Management to rollout Annual Strategies and Campaigns Manage Dept Productivity, Monitor phone Queues and work groups.

Performs other related duties as assigned.

QUALIFICATIONS

REQUIRED:

4+ Years experience within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management4+ years of direct contact center customer service experience including leadership in said environment4+ Years experience within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management2+ years of…