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Senior Client Service Manager
2 months ago
As a Senior Client Service Manager for ESOP within our Employee Stock Ownership Plan (ESOP) Administration division, you will cultivate and sustain strong relationships with ESOP clients, ensuring their growth, profitability, and retention in retirement services by delivering exceptional, efficient, and timely service that meets client expectations. You will collaborate with retirement plan service representatives and client advisors to strengthen the connection between clients and the organization while independently overseeing and coordinating all facets of a multi-process service offering for large and jumbo institutional clients.
Key Responsibilities
- Ensure precise recordkeeping of client reporting and processing, managing the entire process, analyzing client source data, interpreting unique custom plan documents, preparing employee status and plan-level trust/financial reports, processing intricate allocation transactions, and generating final client and custom participant statements.
- Conduct all compliance testing and analysis, detailed distribution and diversification policies and processing, plan termination and de-conversion, legislation and technical knowledge, while developing a comprehensive understanding of various operating systems and proprietary applications.
- Identify and investigate unusual or complex situations independently, utilizing creative problem-solving skills and extensive product knowledge to effectively resolve complex client issues and retain at-risk clients.
- Foster and maintain relationships with internal business partners, clients, and external advisors. Engage in client visits to address administrative concerns and proposals.
- Achieve or surpass profitability targets by ensuring accurate and timely invoicing, monitoring accounts receivable, reviewing client fee schedules, and meeting productivity and quality benchmarks.
- Proactively communicate with clients to assist with inquiries, discussions on plan complexities, education, participant data, and plan administration procedures.
- Encourage team development by sharing knowledge and information with team members to address complex situations and provide technical support to other internal roles on procedural and task-related challenges.
- Undertake additional job-related duties or special projects as required.
Qualifications
- Bachelor's degree or equivalent experience (preferably in Accounting or Finance).
- 7+ years of relevant business experience.
- Prior experience with ESOP is essential.
- Strong accounting, analytical, numerical critical thinking, and technical skills.
- Excellent written and verbal communication skills, including problem-solving and negotiation abilities.
- Extensive knowledge of plan and contract documents, accounting and record-keeping systems, manuals, procedures, and company products and services, along with proficiency in PC applications, particularly Excel.
- Willingness to travel occasionally (1-3 times per year) for client meetings and industry conferences may be necessary.
- Ability to balance independent work with collaboration in a team environment to meet client needs and achieve overall objectives.
The salary range reflects targeted base salaries. Non-sales positions may participate in a bonus program. Sales roles are eligible for sales incentives, and in some cases, a bonus plan, where total compensation may significantly exceed base salary based on individual performance. Actual compensation will be determined based on geographic location, work experience, education, licensure requirements, and/or skill level at the time of offer.
Time Off Program
Flexible Time Off (FTO) is available to salaried (exempt) employees, allowing them to take paid time away from the office for vacation, personal matters, or short-term illness without accruing a specific bank of time off.
Pension Eligibility
Yes
Additional Information
Job Level
We will consider candidates at the next level with appropriate experience and skills.
Work Environment
This position offers in-office, hybrid (minimum three office days per week), and remote work arrangements (for those residing more than 30 miles from designated locations). You will collaborate with your supervisor to determine the best option based on various factors.
Work Authorization/Sponsorship
Currently, we are not considering candidates requiring any form of immigration sponsorship or work authorization for this role.
Investment Code of Ethics
For positions within Principal Global Investors, adherence to an Investment Code of Ethics regarding personal and business conduct, as well as personal trading activities, is required. These standards may also apply to other roles within the organization.
Experience Principal
Our expertise spans the globe, united by a common purpose: to create a world where financial security is accessible to all. Our success relies on the unique experiences, backgrounds, and talents of our employees, both individually and collectively. Explore our core values, benefits, and discover why we are an exceptional place to advance your career.
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
