Sr. 401K Client Service Manager

ADP•El Paso, TX

About The Position

ADP is hiring a 401(k) Client Service Senior Manager to manage the day-to-day activities of a 401(k) client services team, typically consisting of 12–16 specialists. The role focuses on delivering accurate, professional, timely service while balancing statistical achievement with service quality, client satisfaction, and retention. It works closely with internal partners, including payroll and support groups, and applies 401(k) product knowledge to help staff resolve product and service issues. The manager implements service and product improvements, measures their success, supports procedural and business changes, determines training needs, and manages team performance and human resource matters. Business travel may be required. The position also manages a regional 401(k) department and its direct inbound Client Service Specialists. It oversees performance, employee retention and development, departmental productivity, phone queues, escalations, client feedback, and improvement projects. The manager collaborates with Plan Executives and other departments to address client concerns and advance annual strategies and campaigns.

Requirements

At least 4 years of experience in Retirement Services, Insurance, Payroll, Benefits, or another Human Capital Management area.
At least 4 years of direct contact-center customer service experience, including leadership in that environment.
At least 2 years of demonstrated working knowledge of regulatory and financial frameworks within Retirement Services, Insurance, Payroll, Benefits, or another Human Capital Management area.
Proficiency with Microsoft Office products, including Word, Excel, Outlook, and Co-pilot.

Nice To Haves

Bachelor’s degree or equivalent education and experience.
Personnel management, strategic thinking, and decision-making skills.
Strong data fundamentals and the ability to translate data into actionable insights.
Proven relationship-building skills, strong time-management and organizational skills, and problem-solving ability.
Experience coordinating and leading projects and conference calls.
Strong oral and written communication skills and strong listening skills.
Drive to pursue additional responsibility, learn proprietary tools, and resolve challenges amid ambiguity.
Proficiency navigating payroll and HR databases and recordkeeping systems.
Experience gauging and shaping client satisfaction through service experience, scheduled surveys, client calls or visits, and day-to-day interaction.
In-depth working knowledge of the retirement services industry, a general financial services background, and/or general FINRA, DOL, or ERISA knowledge.
Demonstrated continuing education in the 401(k) field, such as QKA, QKC, CRPC, or ERPA.
FINRA Series 26 license.
Experience with a TPA or record keeper.

Responsibilities

Manage the Regional 401(k) department and 12–16 direct inbound Client Service Specialists, providing feedback and supporting quality performance, client retention, and professional standards.
Manage associate performance to meet employee-retention, service-quality, and statistical-achievement goals, while supporting career development.
Draft performance appraisals, provide actionable feedback, and hold the team accountable for expectations.
Work with the Plan Executive to draft team goals, implement product and service enhancements, and measure their success.
Identify and execute improvement projects to improve results and advance the business.
Maintain accurate time and attendance records in coordination with the Workforce Management Group.
Coordinate departmental functions, communication, and activities that encourage team spirit.
Respond to inquiries from Operations Executives, clients, Sales, Payroll, Human Resources, and New Business about 401(k) administration, process flow, statutory limitations, and changes.
Work with the organization and team to support client satisfaction, gather feedback, address concerns, and de-escalate issues.
Resolve escalations by phone and email, including point-of-call escalations.
Work with the HR/Client Relations Executive to schedule service calls with Tier One clients, at the worksite or by phone, to assess satisfaction and gather feedback.
Assist 401(k) Plan Specialists with escalations and client problem resolution involving technical and compliance features of 401(k) plans.
Track client escalation trends 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 phone queues and workgroups.
Perform other related duties as assigned.