Manager, Client Services

As a Manager, Client Services on our Pension Actuarial Benefit Calculation Services team, you’ll lead and mentor a team of Retirement Benefit Analysts to ensure high quality, productive, and timely service, meeting customer expectations. Provides leadership, guidance, and consultation to staff while driving team performance, operational efficiency, financial accountability, and compliance with policies and regulations. Provide day-to-day guidance and support to team members, ensuring adherence to service standards and operational processes. Monitor team performance metrics and assist with workload balancing. Act as the first escalation point for routine client issues; resolve or redirect as appropriate. Coordinate schedules, assign tasks, and ensure timely completion of work. Deliver feedback and informal mentoring to colleagues to build skills and engagement. Support onboarding and training of new hires. Identify development needs and escalate to Manager for formal action plans. Handle moderately complex client inquiries and service requests. Participate in client calls or meetings as needed to support relationship management. Gather client feedback and share insights with Manager for process improvement. Support implementation of operational improvements and efficiency initiatives by coordinating tasks and tracking progress. Monitor adherence to policies and procedures, addressing issues and escalating concerns as needed. Recommend improvements to workflows and customer interactions based on observations and feedback. Prepare and maintain team performance reports for Manager review. Track attendance, productivity, and quality metrics. Participate in special projects or initiatives as assigned including process improvements and contributing to team and organizational goals. Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years!

5+ years of experience in client service, financial services, or retirement plan operations, or an equivalent combination of work experience, training, military service, and education. 1+ year of leadership experience (direct or indirect) Strong communication, coaching, and collaboration skills. Ability to manage day-to-day operations, prioritize workloads, and balance team assignments. Problem-solving and decision-making skills for operational and client issues. Basic financial or operational acumen (budget awareness, resource allocation, performance tracking). Attention to detail and adherence to policies, procedures, and compliance requirements. Skills that will help you stand out: Experience with defined benefit (DB) pension plans, including benefit determinations, calculations, or retirement benefit administration. Knowledge of actuarial principles or experience working in partnership with actuarial teams. Exposure to retirement plan funding, pension operations, or related regulatory requirements. Experience leveraging AI tools and technologies to improve efficiency, enhance decision-making, or streamline operational processes.

Information Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

(Non-Exempt expressed as hourly; Exempt expressed as yearly) $84600 - $138400 / year Salary Details The following locations