Client Services Manager

What You'll Do As a Manager in our Non-qualified Retirement business, you will lead and develop Transfer Coordinators. They lead the onboarding and transition of nonqualified deferred compensation plans. This role oversees the transfer, conversion, validation, and onboarding of client data and assets from prior recordkeepers, ensuring a seamless client experience and timely implementation of new business. This position combines people leadership, operational oversight, process improvement, and data-driven decision-making to enhance onboarding efficiency, improve service quality, and reduce implementation timelines. The ideal candidate is a strategic and analytical leader who excels at developing high-performing teams, inspiring change, and leveraging technology, automation, and AI-enabled solutions to optimize workflows and improve business outcomes. Key Responsibilities Lead, coach, mentor, and develop a high-performing team of Transfer Coordinators, fostering a culture of accountability, teamwork, continuous improvement, and client service excellence. Oversee onboarding activities for new nonqualified retirement clients, including the transfer, conversion, validation, and transformation of plan data and assets from prior providers. Establish and maintain effective partnerships with internal stakeholders, onboarding teams, prior recordkeepers, and external data providers to ensure successful client implementations. Ensure operational excellence by managing onboarding workflows, service level agreements (SLAs), quality standards, and implementation milestones. Utilize data and analytics to identify trends, forecast workload, improve operational performance, and support business decision-making. Develop, monitor, and communicate key performance indicators (KPIs), dashboards, reporting, and operational metrics. Lead root cause analysis efforts and implement sustainable solutions to improve efficiency, quality, scalability, and risk management. Drive process optimization, workflow automation, and continuous improvement initiatives that enhance onboarding speed, accuracy, and client outcomes. Champion the adoption of technology, automation, advanced analytics, and AI-enabled tools to improve productivity, data management, reporting, and operational effectiveness. Partner across business functions to optimize processes, improve resource allocation, and support business growth. Manage resource planning, capacity forecasting, operational priorities, and team workload distribution. Support the testing, implementation, and optimization of new systems, software, and workflow solutions. Effectively manage escalations, resolve complex operational issues, and deliver measurable service results. Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years! Who You Are 5+ years of experience in financial services, retirement services, operations, client services, onboarding, data management, or a related field. 1+ years of Leadership experience, including coaching, mentoring, team leadership, or direct people management is required. Advanced Microsoft Excel skills, including PivotTables, Power Query, XLOOKUP/VLOOKUP, data validation, reporting, and analysis of large datasets is required. Strong analytical, critical thinking, and problem-solving skills with a demonstrated ability to make data-driven decisions. Experience with reporting, trend analysis, forecasting, operational performance management, and process improvement. Proven track record to lead teams through change while maintaining high levels of engagement and performance. Strong organizational, project management, communication, and collaboration skills. Ability to manage multiple priorities in a fast-paced environment while maintaining a high degree of accuracy and attention to detail. Skills That Will Help You Stand Out Experience with non-qualified deferred compensation plans or retirement services is preferred. Experience in onboarding, implementation, recordkeeping, or related financial services operations. Experience with Alteryx, Power BI, Power Query, or similar analytics and automation platforms is preferred. Knowledge of data governance, data quality management, workflow automation, and operational risk management practices. Demonstrated experience applying AI tools to improve efficiency, decision-making, reporting, or team effectiveness, or a strong interest in adopting emerging AI technologies. Salary Range Information Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly) $84600 - $152400 / year Salary Details The following locations are examples of market-specific salary ranges across different geographies. • Wichita, KS: $84,600 – $114,300 / year • Des Moines, IA: $89,300 – $120,650 / year • Charlotte, NC: $94,000 – $127,000 / year • Chicago / Minneapolis: $103,400 – $139,700 / year • Los Angeles / New York City: $112,800 – $152,400 / year Time Off Program Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided. Pension Eligible Yes Work Environments This role offers in-office, hybrid (blending at least three office days in a typical workweek), and remote work arrangements (only if residing more than 30 miles from Des Moines, IA, Charlotte, NC, and Raleigh, NC). You’ll work with your leader to figure out which option may align best based on several factors. Work Authorization/Sponsorship At this time, we\'re not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links. Nonimmigrant Workers and Green Card for Employment-Based Immigrants Investment Code of Ethics For Principal Asset Management positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization. Experience Principal At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our care ers site to learn more about our purpose, values and benefits. Principal is an 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. Posting Window We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline. Original Posting Date 7/24/2026 Most Recently Posted Date 7/24/2026 Principal uses artificial intelligence tools to assist in reviewing and evaluating job applications, fraud prevention, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Workforce (U.S.) Privacy Notice for more details on our practices and your data privacy rights. #J-18808-Ljbffr