401(k) Client Service Manager

ADP•Louisville, KY

1d•Hybrid

About The Position

ADP is hiring a 401(k) Client Service Manager to manage the day-to-day activities of a regional 401(k) client services team, typically comprising 4–5 401(k) Specialists. The role balances statistical performance with service quality, ensuring clients receive accurate, professional, and timely responses. It maintains close coordination with internal partners, including payroll and support groups, and uses extensive 401(k) product knowledge to help staff resolve product and service issues. The manager implements service and product enhancements, measures their effectiveness, and helps introduce procedural changes and expanded services without undue disruption to clients or staff. The position also determines training needs, manages employee performance and human-resource issues, supports client satisfaction, and may require business travel. ADP describes its culture as guided by values including expertise, integrity, service excellence, innovation, inclusion, results, and social responsibility.

Requirements

At least 4 years of experience with qualified plans.
At least 2 years of client-service experience regarding qualified plans.
Strong oral and written communication skills.
Strong listening skills.
Ability to learn proprietary system tools and Clarify.
Proficiency with payroll, HR databases, and recordkeeping systems.
Personnel management, strategic thinking, and decision-making abilities.
Proven relationship-building skills.
Strong time-management, organizational, and problem-solving skills.
Ability to coordinate and lead conference calls.
Ability to gauge client satisfaction through surveys, client calls or visits, and day-to-day interaction.

Nice To Haves

Bachelor’s degree or equivalent combination of education and experience.
Continuing education in the 401(k) field, such as CEBS, QKA, or ERPA.
In-depth working knowledge of the retirement services industry.
Experience with a TPA or recordkeeper.
General financial services background.
General ERISA knowledge.
Experience using Microsoft Office products, including Word, Excel, and Outlook.

Responsibilities

Manage the Regional 401(k) department and provide associates with feedback based on their job duties, supporting quality performance and high work standards.
Manage associate performance to support retention goals, statistical achievement, and career development.
Draft performance appraisals and provide feedback; work with the Plan Executive to draft team goals, implement product and service enhancements, and measure success.
Coordinate departmental functions, communication, and team-building.
Respond to inquiries from operations executives, clients, sales, payroll, human resources, and new business concerning 401(k) administration, process flow, statutory limitations, and changes.
Work with the New Business Team to support client satisfaction, assign new 401(k) Specialists, and receive feedback about client concerns.
Work with the HR/Client Relations Executive to schedule service calls with Tier One clients, onsite or by phone, and gather feedback about client concerns.
Assist 401(k) Plan Specialists with client problem resolution involving technical and compliance features of 401(k) plans.
Track client escalations and provide monthly summary reports to the Plan Executive.
Manage NPS detractors and promoters and periodically contact clients for feedback.
Work with the Plan Executive and management to roll out annual strategies and campaigns.
Manage department productivity and monitor Clarify queues and workgroups.
Perform other related duties as assigned.