Manager, Client Services

Manager, Client Services

The Manager, Client Services will lead a team of Retirement Benefit Analysts supporting pension actuarial benefit calculation services. This role combines people leadership, client service, operational oversight, and continuous improvement within a financial services environment. You will help ensure work is accurate, timely, compliant, and aligned with customer expectations while maintaining strong team performance. The position provides opportunities to coach and develop team members, balance workloads, and improve operational processes. You will also serve as an escalation point for client and operational matters, helping resolve issues and strengthen customer relationships. Success requires strong communication, sound judgment, attention to detail, and the ability to translate business needs into effective team execution. Experience with defined benefit pensions, actuarial operations, or retirement administration can provide a strong advantage in this role.

Accountabilities

• Provide day-to-day leadership, guidance, and support to Retirement Benefit Analysts, ensuring adherence to service standards, operational procedures, and quality expectations.
• Monitor team performance, productivity, attendance, and quality metrics while helping balance workloads, coordinate schedules, assign tasks, and ensure timely completion of deliverables.
• Serve as a first escalation point for routine client and operational issues, resolving matters where appropriate and directing more complex concerns to the appropriate leadership.
• Provide coaching, informal mentoring, and constructive feedback to strengthen employee capabilities, engagement, and performance.
• Support onboarding and training of new team members while identifying development needs and escalating opportunities for formal development plans when necessary.
• Handle moderately complex client inquiries and service requests, participating in client calls and meetings as needed to support relationship management.
• Gather client feedback and communicate relevant insights to leadership to help identify opportunities for service improvements and stronger customer experiences.
• Coordinate operational improvement initiatives, track project progress, and help implement more efficient workflows and customer interaction processes.
• Monitor compliance with policies, procedures, regulatory requirements, and established service standards, addressing issues and escalating risks when appropriate.
• Prepare and maintain team performance reports covering productivity, quality, attendance, and other operational indicators.
• Apply financial and operational awareness to support resource allocation, performance management, and team effectiveness.
• Participate in special projects and organizational initiatives that support broader operational, client service, and business objectives.

Requirements

• 5+ years of experience in client service, financial services, retirement plan operations, or a comparable combination of professional experience, training, military service, and education.
• At least 1 year of direct or indirect leadership experience, including coaching, mentoring, team coordination, or operational leadership.
• Strong communication, collaboration, coaching, and relationship-building skills.
• Demonstrated ability to manage day-to-day operations, prioritize competing workloads, and effectively balance team assignments.
• Strong problem-solving and decision-making abilities, particularly when addressing operational challenges and client concerns.
• Basic financial and operational acumen, including awareness of budgets, resource allocation, performance tracking, and business results.
• Excellent attention to detail and a strong commitment to policies, procedures, quality standards, and compliance requirements.
• Ability to work effectively in a fast-paced, service-oriented environment while maintaining accuracy and meeting deadlines.
• Experience with defined benefit pension plans, including benefit determinations, calculations, or retirement benefit administration, is preferred.
• Knowledge of actuarial principles or experience collaborating with actuarial teams is preferred.
• Exposure to retirement plan funding, pension operations, or applicable regulatory requirements is an advantage.
• Experience using AI tools or technologies to improve efficiency, support decision-making, or streamline operational processes is a plus.
• Ability to work effectively in a hybrid or remote environment, depending on location and business requirements.
• Applicants must be authorized to work in the United States without requiring current or future immigration sponsorship.

Benefits

• Targeted base salary range of $84,600$138,400 per year, depending on geographic location, experience, education, skills, and other job-related factors.
• Potential participation in a performance-based bonus program.
• Pension-eligible position.
• Flexible Time Off (FTO) for vacation, personal time, and short-term illness without a fixed accrued-day bank.
• Hybrid work arrangements, generally involving at least three office days per week for eligible locations.
• Remote work opportunities for employees residing more than 30 miles from Des Moines, Iowa, subject to applicable requirements.
• Comprehensive benefits designed to support physical, financial, and social well-being.
• Opportunities for professional development, coaching, and career growth.
• Work within a purpose-driven financial services environment focused on improving financial security and customer outcomes.