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Vestwell · 1 day ago

Senior Manager, Enterprise Account Services

King of Prussia, PA

Full-time

Hybrid

Senior Level

$100K/yr - $110K/yr

5+ years exp

Vestwell is a financial technology company that powers the new savings economy, providing innovative solutions for retirement and savings needs. They are seeking a Senior Manager for Enterprise Account Services to lead a team focused on delivering exceptional service to enterprise partners and advisors while driving operational efficiency and strategic development.

Employee BenefitsFinanceFinancial ServicesFinTechRetirement

Comp. & Benefits

Responsibilities

Managing a team of coordinators, associates, leads, and account managers with a focus on establishing best practices that enable the team to effectively perform their day-to-day responsibilities and deliver on SLAs

Work with the implementation and onboarding teams on workflows that provide for a smooth transition of plans after a first successful payroll

Be responsible for the satisfaction of high-tiered relationships of enterprise partners, advisors, and sponsors

Responsible for running point on client escalations and working with needed parties to de-escalate issues

Serve as a subject matter expert on the client's plans and administrative procedures

Ensure the team receives continuous training and development

Review, maintain, and improve administrative procedures, defining best practices

Identify, analyze, and assist in executing process improvements

Provide assistance to marketing and sales with the RFP process when requested

Manage client expectations to avoid any disconnects with process and timing standards

Manage day-to-day volume associated with incoming tickets and calls by reallocating resources as necessary to ensure all workstreams have sufficient support

Ensure collaboration with all internal parties while communicating to the clients

Attend scheduled client conference calls, when required, to provide plan status and health checks

Develop performance standards for team members and perform reviews as required; support standards through daily direction, coaching, and counseling

Prioritize, research and resolve client questions related to technology, plan operation, compliance and other matters

Research complex and sensitive service inquiries while seeing them through to resolution

Work collaboratively with the Product team on specific workflows and tooling enhancements that will improve operational and service efficiency

Evaluate and make recommendations on improvements to the streamline workflow that will enable scalability through improved operational efficiencies. This goal is continuous and assumes the team is sharing ongoing recommendations on a regular basis

Create an environment of empowerment among the team members that puts them in a position to further advance the servicing of our current clients

Develop and maintain training resources for the team

Reporting on metrics, performance, and team capacity planning to support department initiatives to leadership team

Responsible for taking ownership of understanding the company’s strategic partnerships and differentiating workstreams

Backlog and blocked item grooming for team; escalating cross-collaboratively with product for resolution

Participates and oversees change management of Vestwell current/upcoming products, processes, relationships, and integrations while assessing how they impact the service structure and client experience and advocating to the appropriate stakeholders

Drives key KPIs, engagement of clients, retention, and participation in retirement accounts

Develops servicing structure for workstreams to ensure that client needs are met while maximizing available onshore and offshore resources, and develops a continuity plan to ensure the client experience is never impacted

Drive integration of process improvement initiative into product roadmaps through constant collaboration, building business cases, and relationship building with prod squads and leadership

Qualification

Defined contribution experienceClient ServicePlan AdministrationExcel/Google SheetsCustomer serviceProcess improvementTraining developmentBasic calculationsRecord keeping systemsQKA credentialSeries 766 licensePositive attitudeAttention to detailTeam managementCommunication skillsProblem solvingRelationship building

Required

3-5 years defined contribution experience including Client Service, Plan Administration, Compliance, Plan Design, and/or Conversion experience for 401(k) and/or 403(b) plans

Develop and maintain strong business partnership with financial advisors, Plan Sponsor, and vendors

Bachelor's degree or equivalent work experience

Strong commitment to superior customer service

Positive and proactive attitude

Proficiency is required with Excel/Google Sheets, Word/Google docs, Adobe Acrobat, and browsing network directories as we are a paperless office

Excellent attention to detail and accuracy, proficient with numbers and basic calculations