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Director, 401k Client Services

Mutual of Omaha

in Omaha, NE



Director, 401k Client Services - 029511

Mutual of Omaha is a solid, family-oriented company that’s reliable, trustworthy, knowledgeable and caring. We are a full-service, multi-line provider of insurance and financial service products for individuals, businesses and groups throughout the United States. We are committed to providing outstanding service to our policyholders and our dedication to customer service is the cornerstone of our vision and values.

The Director, 401k Client Services oversees all 401k customer service interfacing teams. Monitors all service related client interactions to ensure Mutual of Omaha delivers a best in class customer experience. Acts as an advocate for Financial Advisers and TPAs who sell our product, Employers who buy our product. Monitors performance of all services delivered, selects new outside vendors as required, and modifies services for new products.

Essential Job Functions:

  • Plan, organize, staff, lead and control department activities including: planning projects and capital and human resource budgets; interviewing, selecting and training managers and/or supervisors; monitoring and appraising performance of direct reports to hold them accountable for end results including human resource management; coaching and motivating direct reports; administering disciplinary action as needed; administering compensation to direct reports; ensuring that the department complies with affirmative action guidelines.
  • Oversee all client related interactions for Mutual of Omaha's 401k product by internal New Business and Relationship Management teams and the Ascensus (Third Party) participant call center. Administered products include products offered through the Retirement Plans Division (RPD), Mutual of Omaha Investor Services (MOIS), and other Company operations or affiliates.
  • Establish and deliver against customer experience standards for Financial Advisors and TPAs, Employers. Setservice standards during the planning process with all applicable internal teams and outside vendors. Monitor and communicate results to the 401k leadership team.
  • Maintain regular contact with all contracted outside vendors (Ascensus, V-Wise, etc.), conducting face-to-face visits as frequently as needed to effectively and actively manage the relationships to ensure that the scope and quality of services meet expectations.
  • Lead and participate in product development, service upgrades, and enhancement activities that involve the division's retirement products and recordkeeping operations. Investigate and identify any new and improved service available through internal or external resources.
  • Investigate and partner to resolve any customer issues and operating problems that occur in or between third parties or internal departments (e.g., TPA, custodian bank, plan sponsor, Home Office Operations, field personnel, brokers, and others). Seek long term solutions, and evaluate alternative processes, including selection and replacement of related service providers.
  • Establish processes and procedures for installation, conversion, and other customer or internal services for retirement products and services. Monitor all agreements, processes, and related policies to ensure compliance with any stated policy or procedure. Establish annual service goals and track progress toward the attainment of such goals in concert with external and internal service providers. Conduct the necessary audits and use other quality controls to ensure that all services meet stated goals and other requirements.
  • Develop or review marketing and communication materials that describe the services and expenses related to the 401k product. Develop and conduct training for all customer facing Mutual of Omaha representatives and internal personnel on requested topics related to retirement products and services. Ensure the Ascensus phone representatives and their management understands the Mutual of Omaha product and service standards in order to maintain a best in class offering.
  • Monitor and analyze expenses associated with all services to ensure all related expenses meet established targets. Recommend changes to fees, and other financial projections as necessary to maintain the desired profit levels for service products. Submit projections and budget requests related to all contractual and internal services for asset accumulation products and services. 
  • Monitor and maintain information related to industry trends and competitor products through consultants, industry contacts, surveys, studies, and attendance at industry seminars. Provide other management level services within the division to contribute to the overall operation of the division, such as leading product, workflow, or quality committees; serving on operation or corporate level committees; conducting special projects; or assuming responsibility for a specific function.
  • This position requires up to 10% travel, which may include some flying and/or driving and overnight stays.

Minimum Qualifications:

  • Experience developing and maintaining relationships with key partners and large groups of people. 
  • Customer interface experience and managing interface groups.
  • Excellent leadership skills and decision making ability.
  • Strong strategic planning, organizational, and analytical skills.
  • Excellent human relationship and interpersonal skills, communication skills (written and verbal), negotiation skills and sound judgment.
  • Ability to teach and foster development in others.
  • Ability to influence and make others comply in a fair, equitable and non punishing fashion.
  • This position requires up to 10% travel.

Preferred Qualifications:

  • Seasoned experience and extensive knowledge of 401k product, design, administration, and the regulatory requirements of qualified plans.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4 pm CST.

For all other inquiries, contact our HR Helpline at 1-800-365-1405, option 4.

Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer, Minorities/Female/Disabled/Veteran

How to Apply

To officially apply for this position, one must apply online via Mutual of Omaha's Careers' website

Or use this direct link to the job posting:

This ad has been viewed 980 times. It expires on 7/16/2017.

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