Director, Client Services

Position Purpose

The Director of Client Services is responsible for leading a team of up to 15 service associates and developing strong working relationships with our institutional partners, third party intermediaries and clients. The individual will have a minimum of 5 - 10 years experience in retirement client service in a full service daily valuation environment, and preferably Prevailing Wage / Davis-Bacon knowledge. This position will be responsible for the execution of a consultative service model that will meet and exceed client expectations; maintaining a high level of customer service resulting in positive Net Promoter scores; developing and maintaining strong operational controls.

Essential Duties and Responsibilities

Associate Leadership :

• Motivate, lead and support your team to provide excellent customer service.
• Ensure that teams are equipped to respond to clients and internal teams in a professional and consultative manner to create value to the client.
• Establish and manage team deliverables, ensuring that service level objectives are consistently met or exceeded. Provide leadership and associates with constant feedback on performance and areas of improvement; this includes conducting performance reviews.
• Conduct regular team meetings with leadership and teams providing updates, and receiving feedback.
• Provide guidance and support to team on a daily basis to effectively and swiftly resolve escalated issues.
• Assist in escalating and / or prioritizing items needed from operational areas.
• Proactively implement strategies to improve associate satisfaction and deliver results.
• Encourage a culture where associates can take appropriate risks.

Serving Clients :

Strategic Activities :

Requirements :

25% Travel required

The national average salary range for this role is $110-120k in base pay, exclusive of any bonuses and benefits. This base salary range represents the low and high end of the salary range for this position. Actual salary offered will vary and may be above or below the range based on various factors including but not limited to location, experience, performance, and internal pay alignment. We do not anticipate that candidates hired will begin at the top of the range however, from time to time, it may occur on a case-by-case basis. Other rewards and benefits may include : 401(k) match, Medical, Dental, Vision, Paid-Time-Off, etc. For more information, please visit careers.ascensus.com / #Benefits

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