Client Service Manager - Brotherhood Retirement

Brotherhood Mutual Careers•Colorado Springs, CO

About The Position

The Client Relations Manager is a leadership role within Brotherhood Retirement responsible for overseeing the daily operations and performance of the Client Relations function. This role ensures consistent, accurate, and timely service delivery to retirement plan participants and plan sponsors while maintaining strong coordination with advisory, operations, and leadership teams. The Client Relations Manager leads and supports a team responsible for processing participant and sponsor service requests, managing workflows, and upholding firm standards for communication, responsiveness, and professionalism. This position also serves as a key liaison between the Client Relations team and firm leadership, helping translate organizational priorities into effective execution and a high-quality client experience. Success in this role requires a service-oriented leader who combines strong people management skills with operational discipline, attention to detail, and a commitment to stewardship. The ideal candidate brings experience in retirement plan services and client operations, along with the ability to coach team members, improve processes, and resolve escalated issues with clarity and care.

Requirements

Bachelor’s degree in business, finance, or a related field, or equivalent relevant experience required
3–5 years of experience in client service, account management, or retirement plan operations required
At least 2 years of experience in a supervisory or people leadership role required
Experience supporting retirement plans, including familiarity with 401(k) and 403(b) plans structures required
Strong leadership and people management skills, with the ability to coach and support a client-facing team.
Excellent written and verbal communication skills, with a high standard for professionalism and clarity.
Exceptional organizational and time management skills, with the ability to manage competing priorities in a service-driven environment.
High attention to detail and commitment to accuracy in handling participant and plan sponsor requests.
Working knowledge of retirement plan operations, custodial platforms, and service workflows.
Proficiency with Microsoft Office and CRM or workflow management systems.
Demonstrated problem-solving skills and an ownership mindset with strong follow-through.
Ability to work collaboratively across departments in a regulated, client-first organization.
High integrity, professionalism, and alignment with BWR’s mission and values.

Responsibilities

Client Relations Leadership & Team Management Lead the daily operations of the Client Relations team, ensuring accurate and timely execution of participant and plan sponsor service requests.
Provide direct supervision, coaching, and ongoing support to team members, fostering accountability, professionalism, and service excellence.
Conduct regular performance evaluations, goal-setting discussions, and development conversations to support individual growth and team effectiveness.
Support hiring, onboarding, and training of new Client Relations team members, ensuring role readiness and alignment with firm standards.
Workflow Management & Service Delivery Assign, monitor, and manage daily workflows using firm-approved systems to maintain service level expectations, turnaround times, and workload balance.
Ensure consistent adherence to internal service protocols, standard operating procedures (SOPs), and documentation requirements.
Serve as a secondary point of escalation for participant and plan sponsor issues, coordinating cross-functionally to resolve concerns efficiently and professionally.
Monitor service metrics and outcomes to identify trends, risks, or opportunities for improvement.
Cross-Functional Coordination Collaborate closely with Operations, Compliance, and Retirement Plan Sales teams to support transactional requests such as distributions, beneficiary updates, contribution changes, and investment elections.
Act as a liaison between the Client Relations team and firm leadership, communicating operational needs, challenges, and performance insights.
Support advisor and client onboarding efforts by ensuring service processes are executed consistently and in alignment with firm expectations.
Process Improvement & Documentation Maintain clear and current documentation of Client Relations procedures and workflows.
Lead and participate in process improvement initiatives to enhance efficiency, accuracy, and the overall client experience.
Support cross-training efforts within the team to promote resilience, coverage, and consistent service delivery.