Manager-Retirement Services Operations & Sales Support

UMB Bank • Kansas City, MO

10d

About The Position

A Manager of Retirement Services Operations & Sales Support leads a team that builds infrastructure (tools, processes) to empower Retirement Client Advisors, ensuring smooth operations, efficient client service, and strategic sales growth by bridging sales/marketing, managing sales tech (CRM), analyzing performance, and driving adoption of Retirement advisory products, ultimately boosting revenue, client satisfaction, and retention.

Requirements

• 10+ years of progressive experience in the Retirement Plan Industry OR any combination of education and experience that would provide an equivalent background.
• 3 years' supervisory experience.
• Deep understanding of retirement sales and services operations, sales cycles, and CRM systems (e.g., Salesforce).
• Strategically oriented with exceptional organization and prioritization skills with the ability to multitask.
• Strong leadership, interpersonal skills, and strong project management skills with the ability to independently manage and structure complex programs and project objectives in a matrixed organization with multiple work streams.
• Bachelor's degree or equivalent combination of education and work experience.
• Analytical skills for data interpretation and problem-solving.
• Expert knowledge of Microsoft Excel and proficiency in other Microsoft Office applications.
• Demonstrated ability to actively listen to others and effectively articulate and translate ideas, terms, and concepts for the position's specialized business line.
• Ability to maintain a high level of confidentiality in the performance of responsibilities.

Nice To Haves

• Accredited Investment Fiduciary (AIF) or similar fiduciary designations (preferred).
• ASPPA certifications (QKA, QPA) or CEBS designations (preferred).

Responsibilities

• Serve as a lead technical resource for advisors, collaborating with them to resolve complex client matters and ensure high-quality service delivery.
• Oversee day-to-day operations, monitor service levels, produce reports, and streamline internal processes to enhance efficiency and client satisfaction, handle escalated issues, and manage client and participant engagement strategies.
• Develop sales support strategies, drive operational initiatives, and contribute to budget/strategic planning, aligning support with firm goals.
• Provide resources, tools (CRM), training, and materials (proposals, presentations) to sales teams for efficiency.
• Act as a key liaison for complex inquiries from plan sponsors, brokers/agents, and financial partners, ensuring timely and professional communication.
• Design, implement, and sales support sales processes, systems (like Salesforce), and technology, ensuring data accuracy.
• Creates accurate, timely reports on client portfolios, analyzing performance/risk, ensuring data accuracy from various recordkeeping partners, collaborating with investment teams to explain financial data to clients, focusing on accuracy, quarterly deadlines, data integrity, and client communication.
• Work closely with Commercial, Institutional, and Wealth Sales, Marketing, Product, Technology, and Operations teams to ensure alignment and support adoption of retirement products and services.
• Serve as the voice of the client, build strategic partnerships with TPA/recordkeeping/custodial partners, monitor market trends, and drive adoption of advisory solutions.
• Oversee billing operations for Retirement Plan Services, processes (invoicing, claims, A/R), and ensure compliance and efficiency to maximize revenue.
• Ensure all business activities effectively identify, measure, monitor, and control risks in accordance with company policies and procedures.

Benefits

• Paid Time Off
• a 401(k) matching program
• annual incentive pay
• paid holidays
• a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage
• health savings, flexible spending, and dependent care accounts
• adoption assistance
• an employee assistance program
• fitness reimbursement
• tuition reimbursement
• an associate wellbeing program
• an associate emergency fund
• various associate banking benefits

What This Job Offers

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