Director, Client Services

📋 Description

• Guide, mentor, and enhance service teams that cater to small plans through a queue-based contact center framework.

• Set clear performance expectations and accountability measures for service quality, responsiveness, productivity, and client satisfaction.

• Assist in the recruitment, onboarding, training, development, and retention of a high-performing service team.

• Cultivate a culture of responsiveness, ownership, continuous improvement, and employee engagement.

• Conduct regular team meetings (standups, huddles, forums) to ensure alignment on priorities, enhancements, and coverage.

• Manage the daily operations of the contact center, including queue coverage, volume management, response times, and adherence to service levels.

• Track and manage key performance indicators (phone service levels, email response time, case aging, first-contact resolution, quality scores).

• Implement workforce management strategies to align staffing models with demand fluctuations and seasonality.

• Establish and uphold quality assurance standards, case review processes, and coaching frameworks to guarantee consistent and accurate service delivery.

• Ensure that the contact center provides a uniform, high-quality experience for plan sponsors, advisors, and TPAs.

• Monitor client feedback and satisfaction metrics to identify trends and areas for improvement.

• Collaborate with Sales, Relationship Management, and external partners to proactively address service risks and escalation needs.

• Provide regular updates to senior leadership regarding service performance, risks, and improvement initiatives that affect small plan clients.

• Work with Service and Operations leadership to uncover root causes of recurring issues and drive systemic enhancements.

• Ensure thorough documentation of cases so that the service team can operate seamlessly during coverage shifts.

• Engage in and support product and process enhancements, ensuring the team is prepared for effective adoption.

• Collaborate with internal stakeholders to align service delivery with business strategies aimed at small plan growth, efficiency, and retention.

• Translate PCS Retirement’s service strategy into clear, measurable objectives for the contact center.

• Support the advancement of the tiered service model by helping to define best practices, coverage strategies, and scalability levers.

• Exemplify and reinforce PCS Retirement’s core values and commitment to client-first service.

• Perform additional duties as assigned by management.

⛳️ Requirements

• Demonstrated experience leading a contact center, operations, or centralized service organization within financial services or a related industry.

• Strong operational and analytical capabilities with the ability to structure and resolve problems using data-driven insights.

• Experience in managing service metrics, SLAs, workforce capacity, and performance dashboards.

• Proven ability to coach, develop, and lead a team effectively.

• Excellent client service skills and capability to manage escalated issues.

• Strong written and verbal communication skills with the ability to synthesize and present complex information clearly.

• Experience in driving process improvements and change management initiatives.

• Strong collaborative leadership presence; able to influence without direct authority.

• High cross-cultural awareness and a desire to lead diverse teams.

• A minimum of 7 years of progressively responsible experience in financial services client service, preferably in retirement recordkeeping.

🏝️ Benefits

• 401(k) match

• Medical

• Dental

• Vision

• Life insurance

• Short and long-term disability

• Paid time off