Description

Responsible for strategic planning and execution of all client service activities for the Paychex 401(k) product. Oversees client service and field operations support functions.

• Develops, recommends and leads implementation of a client service strategy for the organization to ensure desired service and attainment of organizational goals.
• Achieves client satisfaction and retention goals for 401k by using client satisfaction surveys, client loss data and other key metrics to measure performance.
• Builds and maintains positive working relationships to ensure an environment of cooperation, communication, and support between Client Service departments and all partners (Sales, branches, and Operations).
• Develops, recommends and leads in implementation of improved process and operational policies to ensure a quality client experience.
• Monitors key indicator results and implements corrective measures to ensure effective control of 401k client and supporting operations functions to ensure achievement of organizational objectives within designated budget.
• Ensures product and department integrity by monitoring adherence to state and federal regulations as outlined by Paychex Legal, Enterprise Risk Management, and Enterprise Data and Systems Security partners.
• Recruits, selects, hires, and evaluates performance of personnel to ensure that all departmental needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs, and other resources. Reviews and approves operating budgets prepared by cost center managers and analyzes monthly financial reports as they relate to the cost center(s). Responsible for achieving division financial goals throughout the fiscal year as approved during the budget process, by controlling processing and administrative expenses.
• Develops and coordinates all operational and service activities within the client service and support teams to ensure that workload planning and work schedules support organizational needs and objectives.
• Directs staff to ensure timely and accurate resolution of client issues to meet established guidelines.
• Develops and maintains business continuity plans and policies for the 401k Client Organization to ensure continuity of service.
• Maintains product knowledge specific to Paychex and 401k industry in order to develop, recommend and implement any necessary changes. Benchmark against industry best practices.

Requirements

• Bachelor's Degree in
• Master's Degree - Preferred
• Customer Service, Retirement Industry, or Financial Profit and Loss experience.
• 10+ years of experience in Related field.
• 5 years of experience in Supervisory or management experience, or the equivalent combination of education and experience.
• Demonstrates customer service skills.

Our Commitment

Paychex is dedicated to fostering a culture of intentional Inclusion and Diversity (I&D). Our valued employees and commitment to I&D is the essence of our internal and external success. Inclusivity is a key value of our corporate culture and is exemplified through our reputation as a top employer for employee development, diversity, and ethics, as well as a focus on fairness in recruitment, selection, and decision making.

Click here for more information on our corporate social responsibility.