PCS Retirement logo
PCS Retirement

PCS Retirement is one of the largest independent and conflict-free retirement solution providers.

Director, Client Services

Location

United States

Posted

17 days ago

Salary

$108K - $140K / year

Seniority

Lead

Bachelor Degree7 yrs expEnglish

Job Description

Director, Client Services

PCS Retirement

• Lead, coach, and develop service teams supporting small plans through a queue-based contact center model. • Establish clear performance expectations and accountability for service quality, responsiveness, productivity, and client satisfaction. • Support recruitment, onboarding, training, development, and retention of a high-performing service organization. • Foster a culture of responsiveness, ownership, continuous improvement, and associate engagement. • Conduct regular team communications (standups, huddles, forums) to ensure alignment on priorities, enhancements, and coverage. • Own day-to-day operational management of the contact center, including queue coverage, volume management, response times, and service level adherence. • Monitor and manage key performance metrics (phone service levels, email response time, case aging, first-contact resolution, quality scores). • Implement workforce management strategies to align staffing models with volume demand and seasonality. • Establish and maintain quality assurance standards, case review processes, and coaching frameworks to ensure consistent and accurate service delivery. • Ensure the contact center delivers a consistent, high-quality experience for plan sponsors, advisors, and TPAs. • Monitor client feedback and satisfaction data to identify trends and improvement opportunities. • Partner with Sales, Relationship Management, and external partners to proactively address service risks and escalation needs. • Present regular updates to senior leadership on service performance, risks, and improvement initiatives impacting small plan clients. • Partner with Service and Operations leadership to identify root causes of recurring issues and drive systemic improvements. • Ensure cases are documented thoroughly so service team can continue to work seamlessly when coverage shifts. • Participate in and support product and process enhancements, ensuring readiness and effective adoption by the team. • Partner with internal stakeholders to align service delivery with business strategy for small plan growth, efficiency, and retention. • Translate PCS Retirement’s service strategy into clear, measurable goals for the contact center. • Support the evolution of the tiered service model by helping define best practices, coverage strategies, and scalability levers. • Demonstrate and reinforce PCS Retirement’s core values and commitment to client-first service. • Perform other duties as assigned by management.

Job Requirements

  • Proven experience leading a contact center, operations, or centralized service organization in financial services or a related industry.
  • Strong operational and analytical skills with the ability to structure and solve problems using data-driven insights.
  • Experience managing service metrics, SLAs, workforce capacity, and performance dashboards.
  • Demonstrated ability to coach, develop, and lead a team.
  • Strong client service skills and ability to manage escalated issues.
  • Strong written and verbal communication skills with the ability to synthesize and convey complex information clearly.
  • Experience driving process improvement and change management initiatives.
  • Strong collaborative leadership presence; able to influence without authority.
  • High cross-cultural awareness and a desire to lead diverse teams.
  • Minimum of 7 years of progressively responsible experience in financial services client service, preferably within retirement recordkeeping.

Benefits

  • 401(k) match
  • medical
  • dental
  • vision
  • life insurance
  • short and long term disability
  • paid-time off

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