Senior Client Service Manager, Retirement Plan Services

Charles Schwab • Westlake, TX

120d

About The Position

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us 'challenge the status quo' and transform the finance industry together. Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship. The Senior Client Service Manager, Relationship Management plays the critical role of primary relationship owner and interface between our plan sponsors and Schwab. You would be responsible for oversight of all aspects of retirement plan recordkeeping and administration. In this capacity, you will consistently explore and discover client and consultant needs by engaging in face-to-face meetings, asking well-defined, open-ended questions to clearly uncover new business opportunities and identify relationship challenges. As a part of this ongoing process, you will utilize your personal knowledge and expertise as well as identify and engage the appropriate subject matter experts within Charles Schwab to assist with presentations and discussions to ensure client understanding of available solution sets to achieve successful outcomes. The Senior Client Service Manager, Relationship Management will work together, as a team, with their Client Relationship Practice Leader and Client Relationship Administrators to provide a coordinated approach of client service delivery in support of plan administration requirements and unique client needs. The goal of these team-based efforts will be to drive higher levels of client retention, client satisfaction, and expansion of the overall Schwab relationship with assigned practice clients. In meeting and exceeding these duties, you are expected to understand and adhere to Schwab policies and practices and will play a key role in the mitigation of operational and financial risk to Schwab. The Senior Client Service Manager, Relationship Management will typically provide comprehensive client relationship support for clients that have enhanced complexity and assets totaling $500M to $1B.

Requirements

• 10+ years of experience working with large, complex employer sponsored Retirement Plans.
• Bachelor's degree or equivalent experience.
• High degree of integrated benefit services experience with comprehensive knowledge of equity compensation plan administration.
• Thorough understanding of retirement and benefit plan industry trends and ERISA related regulations.
• Thorough knowledge of investment products and platforms including mutual funds, ETFs, and managed account services.
• High energy, confidence, accountability, and professionalism.
• Ability to develop and implement client strategies, retirement plan design, compliance, and IRS reporting.
• Ability to work independently with minimal oversight.
• Excellent written and oral communication skills.
• Ability to communicate effectively, problem seek, and influence team members and clients.
• Ability to identify client issues that pose a risk to the firm and recommend solutions.
• Excellent project management and time management skills.
• Ability to inspire and support those around you to challenge the status quo.
• Flexibility to travel for client visits and sales presentations as needed.

Nice To Haves

• ASPPA, CEBS and/or NIPA designation.
• QPA, CPC or equivalent certification/designations.

Responsibilities

• Leading approximately 8-10 sizable growing client relationships.
• Understand assigned practice plans to ensure administration is completed in accordance with plan provisions.
• Collaboration with business partners to delegate and lead client issues to successful resolution.
• Approaching every client interaction holistically by being aware of all issues and events related to the client.
• Consistently explore and discover client and consultant needs by engaging in face-to-face meetings.
• Identify and engage the appropriate subject matter experts within Charles Schwab to assist with client discussions.
• Ensure client satisfaction, improve client promoter scores, and actively communicate plan administration activities.
• Identify and adapt to clients' and consultants' diverse backgrounds and roles.
• Support Sales efforts, as needed.
• Deliver client education and training regarding investment offerings and fiduciary responsibilities.
• Work reciprocally within the organization, share standard methodologies, and aid in continuous improvement.
• Execute client and regulatory changes.
• Effectively communicate Schwab's value to clients.
• Apply specialized knowledge within all aspects of qualified and non-qualified retirement plan recordkeeping.
• Build and sustain positive relationships with clients and partnerships with internal associates.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree