About The Position
Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. The Vice President of Client Services plays a critical leadership role in ensuring a consistently high quality client experience across a complex and highly regulated service environment. This leader sets the strategic direction for service teams, drives operational excellence, and establishes clear expectations for responsiveness, accuracy, and proactive relationship management. They provide guidance on escalations, oversee the resolution of complex plan issues, and partner across departments—such as operations, relationship management, compliance, and technology—to streamline processes and enhance overall service delivery. By analyzing trends, identifying opportunities for improvement, and championing initiatives that strengthen client satisfaction and retention, the Vice President ensures that plan sponsors and advisors receive the knowledgeable, timely, and effective support required to manage their 401(k) plans with confidence.
Requirements
- Bachelor’s degree in general business or management preferred
- Minimum 7+ years in a director and/or vice president level capacity within financial services industry, retirement industry preferred.
- Knowledge of smaller market plan service including resource management, compliance and recordkeeping services.
Nice To Haves
- Industry specific certification (ASPPA, CEBS, etc.) strongly preferred.
Responsibilities
- Strategic Leadership & Organizational Direction Oversee the organizational structure and service model ensuring consistency, efficiency, and alignment with business goals.
- Client Experience & Relationship Management Own enterprise level client satisfaction outcomes, including NPS, survey feedback, team performance, and overall experience quality. Oversee the escalation process, ensuring timely and accurate resolution, and clarify ownership across teams for complex or executive level issues. Develop strategies to support plan sponsors and enhance communication around enhancements, plan changes, and service updates.
- Operational Excellence & Service Delivery Ensure accurate and timely execution of core 401(k) plan operations, including compliance testing, 5500 filings, yearend readiness, and participant processes. [ Optimize workflow tools, systems (e.g., ARK, Trust), and cross team processes to reduce friction and improve efficiency.
- Cross Functional Partnership & Strategic Initiatives Lead major transformation efforts to improve scalability and client experience. Collaborate with Knowledge Management and technical teams to improve content integration, compliance updates, and internal resource accessibility.
- Talent & Workforce Management Coach and develop leaders and high potential associates; build clear career paths and training programs Manage resources, staffing ratios, and span of control to maintain service levels while supporting growth. Create an environment that drives engagement, retention, and a culture of high performance.
- Financial & Performance Oversight Manage key performance indicators (KPIs) across service delivery, including SLAs, staffing efficiency, budget adherence, and case handling metrics. Support forecasting, budget planning, and resource allocation
Benefits
- Collaborative, idea-sharing environment
- Professional Development with in-house training and tuition reimbursement
- Generous reward programs
- Paid time off
- Medical, dental & vision benefits
- Health Savings Account with employer contribution up to $1,100
- 401(k) & 529 college savings match programs
- Volunteer and charitable-giving programs
- Business casual dress
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What This Job Offers
Job Type
Full-time
Career Level
Executive
