R0003490 - Manager, Transition Services

Ascensus Brainerd, MN
Description

Position Summary

Responsible for managing a team or team(s) in the delivery of excellent client service to plan sponsors, financial professionals and financial partners in the transition (onboarding or offboarding) of retirement plan services. The Manager will lead staff in maintaining service standards, quality, and an environment that promotes achievement and professional growth while leading the team to achieve the organizational goals.

Job Functions, Essential Duties and Responsibilities

* Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

* The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

* Manages a team or team(s) of associates in Transition Services.

* Manages financial partner relationships on behalf of Transition Services.

* Motivate, lead and support team members to provide excellent customer service by ensuring that staff is properly trained to actively coordinate transition milestones and respond to inquiries in a professional manner.

* Plan and organize workflow to meet service commitments.

* Prepare/review weekly/monthly production reports for internal and external review including issue management, client on-holds, aging milestones, completed cases and current inventory.

* Manage escalated issues to completion and track for reporting to VP, Relationship Management and Financial Partner.

* Planning and implementing team business objectives.

* Manage and focus on continuous process improvement, initiate recommendations and implement change.

* Assigning, monitoring and completing special projects as assigned

Supervision

* Manages a team or team(s) of associates in Transition Services.

* Provide team members with substantive, regular feedback on performance, including the completion of performance planning, performance updates and the annual performance appraisal.

* Develop staff on industry knowledge, general business skills and professional development.

* Participate in the hiring process by conducting interviews and evaluating candidates.

* Manage and/or perform regular monitoring of service levels and quality call reviews.

Experience, Skills, Knowledge Requirements

Minimum Requirements:

* Bachelor's degree or equivalent work experience required.

* Must possess strong management, supervisory, analytical and communication skills.

* Must be able to successfully resolve escalated client and personnel issues.

* Must be able to successfully balance multiple projects concurrently.

* Must possess a strong sense of client focus, fiscal responsibility, personal growth, professionalism, and a positive attitude.

* Proficiency in Microsoft Office.

* Comprehensive knowledge of recordkeeping systems and retirement plans.

* Project management/change management experience.

* Ability to travel, if needed.

We are proud to be an Equal Opportunity Employer

Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 6 million Americans save for retirement and college.