Director of Retirement Client Services

Job Summary

The Director, Client Service is a leadership role responsible for managing service operations across a designated function. This role focuses on developing client relationships, driving business growth, ensuring service excellence, and leading a high-performing team. The Director collaborates with internal and external stakeholders to align service delivery with organizational goals and industry standards.

Job Responsibilities

• Establish and grow relationships with key clients, advisors, TPAs, and industry partners.
• Coach and mentor a team of client service employees to deliver excellent customer service.
• Monitor service standards and ensure timely responses and resolution of client issues.
• Conduct regular case reviews and one-on-one coaching sessions with team members.
• Coordinate training efforts and maintain updated knowledgebase and processes.
• Support recruitment, development, and retention of service team members.
• Collaborate with Sales and Implementation leaders to align strategies and drive growth.
• Conduct quarterly business reviews and synchronize strategic direction with internal partners.
• Foster a culture of accountability, growth, and engagement within the team.
• Ensure consistent communication and coordination with internal teams and clients.
• Monitor SLAs and proactively address deficiencies with channel partners.
• Facilitate onboarding of new channel, advisory firms, and BPO relationships.
• Implement client feedback mechanisms to improve service delivery.
• Present updates on plan health and at-risk relationships to senior leadership.
• Ensure all cases are documented with sufficient detail for continuity.
• Promote cross-functional collaboration and process streamlining.
• Demonstrate company core values and customer service standards.

Job Requirements

• Ability to structure and solve problems using a fact-driven analytical approach.
• Strong oral and written communication skills.
• Excellent listening skills and ability to ask probing questions.
• Experience leading a group of individuals and fostering team engagement.
• Ability to create and enhance case management and processes.
• Strong presence through collaboration and influencing.
• High cross-cultural awareness and ability to lead diverse teams.
• BS in related field required; MBA preferred.
• Minimum of 10 years of operational experience in financial services, preferably in retirement industry.