AVP, Regional Client Relations

Voya Financial • Phoenix, AZ

21h • Remote

About The Position

Leads a team of Relationship Managers in the Western U.S. responsible for retaining and expanding existing defined contribution plan relationships. Manages executive relationships with key clients and advisors. Develops and executes upon annual strategic business plans for client retention. Work closely with sales, plan administration, operation staff and other corporate areas to ensure client servicing objectives are met. Participate in sales presentations and have a thorough understanding of client's requirements and develop programs to meet these requirements. Collaborate with VP of Client Relations peers nationally to drive a consistent national strategy focused on retention, growth and client satisfaction. Drive year over year performance improvement of CRM team as measured by survey scores, plan and participant level retention and sponsor satisfaction. Drive Continuous Improvement in the region using the full management system and model CI behaviors. Conduct recruiting as team needs evolve. Work with RVP CRMs and CRMs to develop business plans and strategy for assigned territory. Clearly articulate organizational vision to CRM team, and translate organizational strategy into clear targets based on business plans for territory. Partner with CRMs and peers of VPs, Client Relations to identify best practices, and reinforce consistent use of standards to support identification of deviations form target performance. Spend majority of time coaching CRMs in their day-to-day activities, identifying issues and partnering with the front line to problem solve new ways of working in order to achieve objectives. Accompany CRM to top client meetings as Senior Leadership representative. Ensure consistent execution of activities and processes, including annual plan reviews and enrollment-related activities. Provide regular coaching and feedback to CRMs to maximize retention and participant engagement. Monitor team workload and rebalance as necessary to maximize team effectiveness. Conduct and engage in training. Clearly articulate organizational vision on topics.

Requirements

• Typically has at least six years of DC or related experience.
• In-depth knowledge of the company's products and services.
• Possess excellent communications skills, both verbal and written.
• Prior proven ability to lead a diverse team.
• Strong client relationship management skills.
• Bachelor’s degree or equivalent.
• FINRA Series 6, 63 and 26 required, along with state life and health.

Responsibilities

• Leads a team of Relationship Managers in the Western U.S. responsible for retaining and expanding existing defined contribution plan relationships.
• Manages executive relationships with key clients and advisors.
• Develops and executes upon annual strategic business plans for client retention.
• Works closely with sales, plan administration, operation staff and other corporate areas to ensure client servicing objectives are met.
• Participates in sales presentations and has a thorough understanding of client's requirements and develops programs to meet these requirements.
• Collaborates with VP of Client Relations peers nationally to drive a consistent national strategy focused on retention, growth and client satisfaction.
• Drives year over year performance improvement of CRM team as measured by survey scores, plan and participant level retention and sponsor satisfaction.
• Drives Continuous Improvement in the region using the full management system and model CI behaviors.
• Conducts recruiting as team needs evolve.
• Works with RVP CRMs and CRMs to develop business plans and strategy for assigned territory.
• Clearly articulates organizational vision to CRM team, and translates organizational strategy into clear targets based on business plans for territory.
• Partners with CRMs and peers of VPs, Client Relations to identify best practices, and reinforce consistent use of standards to support identification of deviations form target performance.
• Spends majority of time coaching CRMs in their day-to-day activities, identifying issues and partnering with the front line to problem solve new ways of working in order to achieve objectives.
• Accompanies CRM to top client meetings as Senior Leadership representative.
• Ensures consistent execution of activities and processes, including annual plan reviews and enrollment-related activities.
• Provides regular coaching and feedback to CRMs to maximize retention and participant engagement.
• Monitors team workload and rebalances as necessary to maximize team effectiveness.
• Conducts and engages in training.
• Clearly articulates organizational vision on topics.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Manager