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 regional 401(k) client services team, typically comprising 12–16 specialists. The role balances statistical performance with high-quality service to support client satisfaction and retention, while ensuring clients receive accurate, professional, and timely responses. It works closely 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, evolving business needs, and expanded services while minimizing disruption to clients and staff. The role also determines training needs, manages personnel matters and performance, supports client escalations, and coordinates with payroll regions and other 401(k) departments. Business travel may be required.

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 in Retirement Services, Insurance, Payroll, Benefits, or another Human Capital Management area.
Proficiency with Microsoft Office products, including Word, Excel, Outlook, and Copilot.
Demonstrated ability in personnel management, strategic thinking, and decision-making.
Strong data fundamentals and ability to translate data into actionable insights.
Proven relationship-building skills.
Strong time-management, organization, and problem-solving skills.
Experience coordinating and leading projects and conference calls.
Strong oral and written communication and 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 experiences, scheduled surveys, client calls or visits, and day-to-day interactions.

Nice To Haves

Bachelor’s degree or equivalent combination of education and experience.
In-depth working knowledge of the retirement services industry.
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 a regional 401(k) department of 12–16 direct-report inbound Client Service Specialists and provide job-related feedback.
Manage associate performance to support employee retention, service quality, statistical achievement, and career development.
Draft performance appraisals, provide clear and 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 results.
Identify and execute improvement projects to improve results and advance the business.
Maintain accurate time and attendance records in coordination with Workforce Management.
Coordinate departmental functions, communication, and team-building efforts.
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 internal teams to support client satisfaction, gather feedback, and provide hands-on de-escalation.
Resolve escalations by phone and email, including point-of-call escalations.
Coordinate client service calls for Tier One clients with the HR/Client Relations Executive, onsite or by phone, to gather feedback and support satisfaction.
Assist 401(k) Plan Specialists with escalations and 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 phone queues and workgroups.
Perform other related duties as assigned.