Vice President, Client Service Management (Retirement Services)

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. The Vice President of Client Services plays a critical leadership role in ensuring a consistently high quality client experience across a complex and highly regulated service environment. This leader sets the strategic direction for service teams, drives operational excellence, and establishes clear expectations for responsiveness, accuracy, and proactive relationship management. They provide guidance on escalations, oversee the resolution of complex plan issues, and partner across departments-such as operations, relationship management, compliance, and technology-to streamline processes and enhance overall service delivery. By analyzing trends, identifying opportunities for improvement, and championing initiatives that strengthen client satisfaction and retention, the Vice President ensures that plan sponsors and advisors receive the knowledgeable, timely, and effective support required to manage their 401(k) plans with confidence. Section 2: Job Functions, Essential Duties and Responsibilities 1. Strategic Leadership & Organizational Direction

• Oversee the organizational structure and service model ensuring consistency, efficiency, and alignment with business goals.

2. Client Experience & Relationship Management

• Own enterprise level client satisfaction outcomes, including NPS, survey feedback, team performance, and overall experience quality.
• Oversee the escalation process, ensuring timely and accurate resolution, and clarify ownership across teams for complex or executive level issues.
• Develop strategies to support plan sponsors and enhance communication around enhancements, plan changes, and service updates.

3. Operational Excellence & Service Delivery

• Ensure accurate and timely execution of core 401(k) plan operations, including compliance testing, 5500 filings, yearend readiness, and participant processes. [
• Optimize workflow tools, systems (e.g., ARK, Trust), and cross team processes to reduce friction and improve efficiency.

4. Cross Functional Partnership & Strategic Initiatives

• Lead major transformation efforts to improve scalability and client experience.
• Collaborate with Knowledge Management and technical teams to improve content integration, compliance updates, and internal resource accessibility.

5. Talent & Workforce Management

• Coach and develop leaders and high potential associates; build clear career paths and training programs
• Manage resources, staffing ratios, and span of control to maintain service levels while supporting growth.
• Create an environment that drives engagement, retention, and a culture of high performance.

6. Financial & Performance Oversight

• Manage key performance indicators (KPIs) across service delivery, including SLAs, staffing efficiency, budget adherence, and case handling metrics.
• Support forecasting, budget planning, and resource allocation

Section 3: Experience, Skills, Knowledge Requirements

• Bachelor's degree in general business or management preferred
• Industry specific certification (ASPPA, CEBS, etc.) strongly preferred.
• Minimum 7+ years in a director and/or vice president level capacity within financial services industry, retirement industry preferred.
• Knowledge of smaller market plan service including resource management, compliance and recordkeeping services.

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website. For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying. Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status"). Apply tot his job Apply To this Job