Service Manager

• Lead and mentor a team of professionals to ensure high performance, engagement, and daily operational execution aligned with SOPs and SLAs
• Provide day-to-day oversight, guidance, and support to the team to ensure timely, accurate, and high-quality service execution
• Manage the delivery of 3(16) fiduciary services, ensuring all client and plan-related activities are completed in accordance with defined processes, service expectations, and regulatory requirements
• Serve as the first point of escalation for client and operational inquiries, partnering with team members to resolve issues effectively and maintain a high-quality client experience
• Ensure timely and accurate processing of key functions such as eligibility review, contribution monitoring, distribution approvals, and plan amendments
• Oversee key operational deliverables, including government filings (e. g., Form 5500) ensuring deadlines and quality standards are consistently met
• Conduct regular team meetings, workflow reviews, and performance discussions to reinforce accountability to service standards and foster a collaborative work environment
• Ensure adequate training and development opportunities for team members to maintain compliance expertise
• Partner with internal teams to coordinate service delivery and resolve complex issues
• Conduct regular client reviews to assess service satisfaction and identify opportunities for improvement
• Stay abreast of regulatory changes affecting 3(16) fiduciary services and ensure timely integration into team processes and service delivery
• Monitor and manage risks associated with plan operations, ensuring compliance with all applicable laws and regulations
• Act as a liaison with legal and compliance teams to address fiduciary and operational matters.
• Develop and deliver regular reporting on service delivery performance, team metrics, SLAs, and operational risk indicators to leadership

Requirements

• High school diploma or GED required
• 5+ years of experience in client service, customer success, account management, or a related client-facing function
• 2+ years of people leadership experience, including direct management of individuals in compliance/administration or client-facing roles and responsibility for coaching, performance management, and development planning
• 3(16) experience preferred
• Demonstrated success leading teams responsible for client retention, portfolio health, service delivery, and escalation management
• Experience establishing performance expectations, using metrics and reporting to drive accountability, and implementing process improvements that support scale and consistency
• In depth knowledge of the retirement plan industry, ASPPA/NIPA designations preferred or willingness to obtain within 1 year of hire
• Core Competencies

Demonstrates expertise in managing fiduciary services and client relationships while ensuring compliance with regulatory requirements.

Proven ability to lead teams, drive performance metrics, and implement process improvements in the retirement plan industry.

• Highest-signal resume keywords
• Team Leadership
• Client Service Management
• Fiduciary Services Experience
• Performance Metrics Implementation
• Retirement Plan Industry Knowledge
• Hard Skills
• Operational Execution
• Service Delivery Management
• Process Improvement
• Risk Management
• Compliance Oversight
• Soft Skills
• Coaching
• Performance Management
• Collaboration
• Problem Solving
• Communication

Certifications & Qualifications

• ASPPA Designation
• NIPA Designation
• Industry Keywords
• 3(16) Fiduciary Services
• Retirement Plan Industry
• Client Retention
• Portfolio Health
• Service Standards
• Tools & Technologies
• SOPs
• SLAs
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