Job description
Sr Client Services Manager
The Sr Client Services Manager (Sr CSM) works with business partners on the implementation of business plans and is responsible for structuring interaction, communication, processes and activities that deliver on business goals and increase client satisfaction. The Sr. CSM is responsible for increasing consistency and quality of TIAA service as it relates to administrative efficiency, operational transactions, and products, especially to those client administrators with daily responsibility for the retirement benefits program. This role is critical in maintaining the client relationship, increasing plan efficiencies, growth in participants, contributions and rollovers into the Plan, new account acquisition, and asset retention. This role is typically assigned to larger more complex and highly customized processes and service delivery models.
Key Responsibilities and Duties
Career Level
7IC
#LI-KR1
Base Pay Range: $69,000/yr. - $115,000/yr.
The Sr Client Services Manager (Sr CSM) works with business partners on the implementation of business plans and is responsible for structuring interaction, communication, processes and activities that deliver on business goals and increase client satisfaction. The Sr. CSM is responsible for increasing consistency and quality of TIAA service as it relates to administrative efficiency, operational transactions, and products, especially to those client administrators with daily responsibility for the retirement benefits program. This role is critical in maintaining the client relationship, increasing plan efficiencies, growth in participants, contributions and rollovers into the Plan, new account acquisition, and asset retention. This role is typically assigned to larger more complex and highly customized processes and service delivery models.
Key Responsibilities and Duties
- Services clients, drives best practices, and improves client outcomes through excellent customer service and operational excellence.
Coordinates operational plan remediations that involve compliance and operational resources, as well as relationship risk.
Serves as the primary administrative point of contact and advocate for assigned institutions.
Develops holistic plan management routines that help identify plan efficiency opportunities.
Assists with administrator training and education / communication workshops.
Responds to customers' inquiries and manage issues that arise with specific products and services.
Deepens relationships with plan sponsors, HR partners, and internal support teams.
Analyzes, develops, and proactively delivers data-driven insights to integrated team and institutional clients, increasing efficiencies; demonstrates expertise with all operational and administrative aspects of TIAA products and services.
Partners with CSM I in pooled model to ensure specific administrative and operational activities are managed for institutional clients.
Influences the development and implementation of business plans to Plan Sponsors, Consultants and other Key Influencers. Structures communication and drives process and strategic solutions that deliver on business goals.
- University (Degree) Preferred
- 3+ Years Required; 5+ Years Preferred
- SRC Indicator: Series 6 or 7; Series 63
- Life and Health Insurance License (Resident State) - Multiple Issuers required
- Physical Requirements: Sedentary Work
Career Level
7IC
#LI-KR1
Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).
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Company Overview
TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.
Benefits and Total Rewards
The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our
Benefits Summary
.
Equal Opportunity
We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.
Read more about the Equal Opportunity Law
here
.
Accessibility Support
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.
If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:
Phone: (800) 842-2755
Email:
accessibility.support@tiaa.org
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