Job DescriptionThe 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 (RMs) and Retirement Counselors (RCs), 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, candidates must be located in Des Moines, IA or Dallas, TX.
What You Will Do:- 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.
What You Need to Have: - Bachelor's degree (B.A./B.S.) from a four-year college or university and/or five (5) 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 relationship-building skills with plan sponsors, internal partners, and external stakeholders.
- Clear, professional verbal and written communication skills, with strong listening, facilitation, and presentation abilities across audiences (customers, small groups, senior leadership, and boards).
- Sound judgment and problem-solving skills, including the ability to navigate ambiguity and manage escalations.
- Strong organization and prioritization skills with the ability to manage multiple priorities and project work in a fast-paced environment.
- Collaborative approach with the ability to influence across teams and effectively partner with vendors and third parties.
- High attention to detail with a strong commitment to quality, risk awareness, and follow-through.
- Ability to read, analyze, and interpret documents, procedure manuals, and common industry-related journals, reports, and materials.
Compensation: The base salary range for this role in Dallas, TX and Des Moines, IA is $120,000 to $155,000, plus a competitive performance-based bonus. Base salary depends on a wide array of factors, including but not limited to skill set, years and depth of experience, certifications, and location. Salary range may also differ significantly due to geography and cost of labor considerations.
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