Senior Client Service Manager - Non-Qualified (Registered)

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Senior Client Service Manager for Defined Benefit & Non-Qualified plans is responsible for maintaining and enhancing our most impactful relationships with retirement plan clients and key intermediaries, ensuring client satisfaction through periodic client meetings and leading discussions covering service levels, client retention, funding, plan profitability, and plan utilization and communication strategies. This position manages client deliverables by working closely with sales, operations, transition teams, funding consultants and investment specialists, to ensure the best possible outcomes for our clients. This role manages a mixed book of clients; for all clients they leverage their defined benefit and non-qualified expertise, including 409A. Depending on the client's total relationship with Empower they may serve as the day-to-day contact and for some clients they are strategic owner and day-to-day contact. This role may also participate in sales finals presentations.

What you will do

• Serve as the Strategic Owner for overall client relationship retention and satisfaction

• Maintain regular contact with clients and advisors to proactively uncover needs and promote robust relationships

• Strategic owner is inclusive of contract, pricing, revenue, asset/liability management, and plan design consultation, leveraging resources where required

• Field incoming inquiries from plan sponsors or advisors, then coordinate with internal resources to respond promptly to meet the client’s needs, following formal complaint protocols if applicable

• Influence clients to align to best practices, reducing risk and increasing efficiency

• Project manage client events and annual deliverables for clients, examples include bonus deferrals, annual funding notices, annual data updates, ongoing audits (annual, DOL, IRS)

• For NQ only - all types of enrollments for clients including proactive planning meetings, developing participant communication materials, participating in enrollment meetings, coordinating with operational associates to setup enrollment module and eligibility, fielding escalated participant inquiries, and delivering elections to the plan sponsor

• Respond to escalated participant inquiries from the Customer Care Center, Compliance or Plan

• Generate and deliver clients’ cyclical and ad hoc reports

• Submit manual trades for plans where necessary (mutual funds at trust) – NQ only

• Provide consultative support to clients to ensure regulatory and plan provision obligations are being satisfied

• Use competitive intelligence alongside industry and market trends to assist sales efforts

• Work with the complete autonomy to react and respond to client requests for service within the confines of our standard product for NQ and DB

• Make recommendations when consulting with management for fee concessions, financial impact (make whole), 409A corrections procedures, approval to travel, adjustment to delivery dates, product enhancements, and custom marketing materials

• Responsible for reviewing annual plan economics and building business plans for improvement where needed (on clients where they serve as strategic lead)

• Develop internal relationships with all levels in client services including TRS counterparts in DC & DB, NQ Operations, Funding Administration, Funding Consultant, Investment Operations, Plan Solutions, MetriX Support, NQ, and DB Product, AppDev, & Onboarding/Transition teams

• Develop external relationships with day to day and C-suite level client contacts, Plan Advisors, Plan participants, Trust associates, TPA’s for HR/Payroll, and third-party vendors for DB plan administration

What you will bring

• Bachelor’s degree or equivalent relevant work experience

• 5+ years’ experience with NQ or DB plan administration required

• For the NQ Metrix or hPru DB - FINRA S6, S63, and state Life Insurance required or must be