Vice President, Client Service Management (Retirement Services)

Overview

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.

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

Experience, Skills, Knowledge Requirements

• Bachelor’s degree in general business or management preferred
• Industry specific certification (ASPPA, CEBS, etc.) strongly 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.

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