Senior, Client Service Manager

Principal Financial Group • UNAVAILABLE, UNAVAILABLE

3d

About The Position

The Senior, Client Service Manager manages day-to-day client relationships within the Large Market business and an assigned portfolio, ensuring accuracy and timely service. The role helps clients navigate questions, issues, and requests while maintaining service standards and company policies. Through dependable support and solutions, the position strengthens client satisfaction and long-term relationships, while supporting retention, business growth, and service improvements.

The role manages a large portfolio with complex plan structures, provides proactive and strategic client guidance, resolves escalated issues, reviews complex transactions, analyzes accounts and trends, and partners with operations, technology, and compliance teams. It provides expertise on ERISA, IRS, and internal compliance requirements, prepares reports and dashboards, recommends process improvements, shares best practices, and completes other job-related duties and projects as required.

The role may be performed in-office, in a hybrid arrangement involving at least three office days in a typical workweek, or remotely for eligible employees residing more than 30 miles from Des Moines, Iowa, or Charlotte, North Carolina. Candidates who require immigration sponsorship or work authorization now or in the future are not being considered. Principal states that employees are supported with comprehensive benefit offerings; salaried exempt employees receive Flexible Time Off. The role is pension eligible.

Requirements

• At least 6 years of experience in client service, financial services, or retirement plan operations, or equivalent demonstrated through work experience, training, military experience, or education.
• Solid understanding of retirement plan administration and financial concepts, with the ability to apply procedures accurately and efficiently and exercise independent judgment on moderately complex issues.
• Familiarity with retirement products and services such as 401(k), 403(b), defined benefit arrangements, pension risk transfer group annuity contracts, or other defined contribution offerings.
• Ability to guide clients and internal teams through complex plan features and processes.
• Strong written and verbal communication skills and comfort interacting with clients and internal partners.
• Ability to mentor and support junior team members by sharing knowledge, reviewing work, and coaching on best practices.
• High attention to detail and ability to identify, troubleshoot, and resolve data discrepancies with minimal supervision.
• Proficiency in Microsoft Office and recordkeeping/workflow systems, with ability to recommend process and procedure improvements.
• Ability to manage multiple priorities in a fast-paced environment, escalate issues appropriately, and ensure timely, accurate service.
• Candidates must not require immigration sponsorship or work authorization for this role now or in the future.

Nice To Haves

• No preferred qualifications are explicitly identified for the Senior level. The posting also indicates openness to hiring at the Lead level for candidates with the right skills and experience; Lead-level qualifications include 8+ years of relevant or equivalent experience, deep understanding of retirement plan administration and financial concepts, ability to resolve complex client issues, and extensive familiarity with retirement products and services.

Responsibilities

• Manage day-to-day client relationships and an assigned portfolio within the Large Market business, ensuring accurate and timely service.
• Manage a large client portfolio with complex plan structures and provide proactive, strategic guidance, including on plan design considerations and compliance implications.
• Resolve escalated or sensitive client issues independently.
• Review and approve highly complex transactions to ensure compliance and operational integrity.
• Conduct detailed account and trend analysis to mitigate errors or risks.
• Partner with operations, technology, and compliance teams to resolve systemic issues.
• Provide subject-matter expertise on ERISA, IRS, and internal compliance requirements and lead analysis of potential regulatory risks in client accounts or portfolios.
• Prepare detailed reports and dashboards for internal and client use; identify operational or compliance trends and make actionable recommendations.
• Recommend and implement enhancements to client service processes and workflows.
• Share insights and best practices across the IC team and with cross-functional partners.
• Perform other job-related duties and special projects as required.

Benefits

• Flexible Time Off (FTO) for salaried exempt employees, with paid time away for vacation, personal needs, or short-term illness and no accrued bank or set number of days.
• Pension eligible.
• Comprehensive, competitive benefit offerings intended to support employees' physical, financial, and social well-being.
• Non-sales positions have the opportunity to participate in a bonus program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed