Director of Client Services

Job Summary

A company is looking for a Director of Client Services.

Key Responsibilities

• Lead and develop service teams supporting small retirement plans through a contact center model
• Manage day-to-day operations of the contact center, ensuring service quality and performance metrics are met
• Ensure a high-quality client experience by monitoring feedback and collaborating with internal stakeholders

Required Qualifications

• Proven experience leading a contact center or centralized service organization in financial services
• Strong operational and analytical skills with a focus on data-driven insights
• Experience managing service metrics, SLAs, and performance dashboards
• Minimum of 7 years of experience in financial services client service, preferably in retirement recordkeeping
• Demonstrated ability to coach and develop a team