Senior Consultant - 401(k) Client Service Manager

Aon Corporation•Chicago, IL

13d•Remote

About The Position

The Aon Pooled Employer Plan (Aon PEP) is a fast-growing 401(k) solution delivering a better experience for employers and their employees. The Client Service Manager (CSM) is responsible for delivering the Aon PEP 401(k) Plan to a portfolio of participating employers. CSMs are the main client contact for service delivery and work closely with Aon PEP leaders and our service partners to deliver a high-quality, mark-leading 401(k) experience. This is a virtual role with the flexibility to work from home or from any local Aon office in the US.

Requirements

At least 10 years of experience in retirement consulting, plan management, and/or client service within the 401(k) industry.
Proven responsibility for a book of complex, large‑plan 401(k) clients in the stated AUM and participant range: $500M to $1B in assets under management (AUM); and 3,000+ plan participants.
Experience serving as the primary point of contact for plan sponsors, committees, and advisors.
Familiarity with recordkeeping platforms, plan administration, and vendor coordination.
Expert understanding of 401(k) plan design, administration, and compliance.
Strong analytical capability to work with: large census and payroll data set; plan‑level and participant‑level metrics and analytics.
Advanced Excel skills, particularly with large data sets and census data (e.g., complex formulas, pivot tables, data validation, and analysis).
Resourceful, with strong critical thinking, analytical, and problem‑solving skills.
Excellent written, oral, and interpersonal communication skills.
Comfortable and effective speaking with clients and vendors, including in challenging or sensitive situations.
Ability to: clearly and professionally explain administrative processes and best practices; educate clients on legislative and regulatory topics; translate complex technical concepts into clear, concise, client‑friendly language.
Demonstrated ability to own and take responsibility for multiple clients at once.
Proven capacity to manage multiple issues, questions, and concerns on a daily basis.
Outstanding time management, with a self‑motivated, detail‑oriented, and organized work style.
Strong project management skills to separate small tasks from major initiatives, manage dependencies, and ensure all tasks are completed accurately, on time, and in a collaborative manner.
Works well within a team‑based environment and collaborates effectively with colleagues across functions (operations, compliance, investments, legal, etc.).
Ability to delegate work to analysts, provide direction and context, and oversee the quality and completeness of deliverables.
Bachelor’s degree or equivalent years of industry experience.

Responsibilities

Serve as the primary contact and account executive for a portfolio of large, complex 401(k) clients in the Aon PEP.
Build and maintain trusted advisor relationships with plan sponsors, committees, and advisors.
Ensure timely, accurate, and proactive delivery of all agreed‑upon services.
Act in a fiduciary capacity, supporting clients in meeting governance and oversight responsibilities.
Analyze and interpret complex plan data, including: payroll data and payroll file accuracy; annual contribution calculations; compliance and testing results.
Perform complex 401(k) calculations, such as: Employer contribution and matching calculations, Corrective contributions and adjustments, Excess contribution summaries and plan corrections.
Monitor plan activity and administrative processes to identify operational risks and anomalies.
Research issues, determine root causes, coordinate with internal and external partners, and develop clear remediation plans.
Provide consultative, strategic support tailored to each client’s objectives and workforce demographics.
Recommend plan design enhancements based on client goals, plan analytics, desired outcomes, and legislative requirements.
Educate clients on legislative developments and regulatory changes, helping them understand implications for their plan and participants.
Translate complex technical and regulatory concepts into clear, actionable verbal and written communications for clients and committees.
Maintain a strong understanding of client objectives and ensure plan operations remain aligned with those objectives.
Stay current on the 401(k) regulatory and legislative landscape and anticipate potential client impacts.
Apply sound judgment to support clients through complex regulatory and administrative issues.
Establish and leverage analytical and organizational processes to monitor, review, and flag administrative concerns across participating employers.
Manage multiple concurrent projects and deliverables across your client portfolio, including: Plan design changes and plan amendments, Custom communications and educational webinars, Payroll and data corrections, Mergers, acquisitions, and related plan events.
Work in a fast‑paced environment, tracking and prioritizing multiple deliverables and inquiries across multiple clients and participants.
Delegate, monitor, and peer‑review work across a team of Client Service Analysts to ensure quality and timeliness.
This role may include people leadership and management responsibilities.
Ideal candidates will bring prior experience managing and developing team members and be able to demonstrate success in this area.