VP, Client Relationship Manager

Voya Financial • Hartford, CT

16d

About The Position

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Profile Summary: The individual will execute on the Government Markets and City of New York client engagement and service strategy, focused on retaining customers, while driving cross-serve strategies across a complete array of Voya solutions that support achieving better outcomes for our customers and their participants. The person will lead overall client engagement, including customer service, engagement, technology and operations across a complete array of multi-product Retirement plan solutions. Profile Description: Accountable for client and advisor satisfaction, retention, and profitable growth of the City of New York and other Government Market clients. Provide leadership and negotiation support for client RFP, re-pricing and sales activity. Act as executive sponsor for key client and advisor relationships. Execute on the Government Market business objectives and partner with the organization to create a consistent service experience for Government Market clients and the City of New York service model. Deliver appropriate client service and enterprise metrics that drive the organization to achieve goals. Represent Voya at monthly NYC Tactical Advisory Committee meetings to resolve complex service and communications issues; manages highly sensitive and key at risk Committee members. Manage expenses and identify improvement opportunities across service teams to improve overall profitability. Partner closely with internal business partners in Technology, Operations, Call Center, Sales, Advisory Services, Compliance, Marketing, and Investment Services on relationship activities. Foster an environment of ownership and accountability and empower team members to make effective decisions. Provide leadership to the client service team including performance coaching, training and development opportunities to build a strong team to meet the demands of a constantly changing business and operating environment.

Requirements

• 10+ years proven client relationship management skills
• 5+ years of experience managing service teams
• Excellent verbal and written communication skills
• Strong presentation & problem-solving skills
• In‐depth knowledge of financial products and services, preferably within institutional retirement services market
• Experience interacting with and influencing senior members of management
• Ability to identify and resolve problems in a timely manner
• Series 6 or 7 and 63, 65, 26 preferred, or required within 90 days of hire
• Salesforce.com or comparable CRM database experience a plus
• Knowledge of OMNI 7.4 platform systems, Workforce Management tool

Nice To Haves

• Professional designations (i.e., CEBS, ChFC,CFP,AIF, CRPS etc.) a plus, but not required

Responsibilities

• Accountable for client and advisor satisfaction, retention, and profitable growth of the City of New York and other Government Market clients.
• Provide leadership and negotiation support for client RFP, re-pricing and sales activity.
• Act as executive sponsor for key client and advisor relationships.
• Execute on the Government Market business objectives and partner with the organization to create a consistent service experience for Government Market clients and the City of New York service model.
• Deliver appropriate client service and enterprise metrics that drive the organization to achieve goals.
• Represent Voya at monthly NYC Tactical Advisory Committee meetings to resolve complex service and communications issues; manages highly sensitive and key at risk Committee members.
• Manage expenses and identify improvement opportunities across service teams to improve overall profitability.
• Partner closely with internal business partners in Technology, Operations, Call Center, Sales, Advisory Services, Compliance, Marketing, and Investment Services on relationship activities.
• Foster an environment of ownership and accountability and empower team members to make effective decisions.
• Provide leadership to the client service team including performance coaching, training and development opportunities to build a strong team to meet the demands of a constantly changing business and operating environment.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 251-500 employees