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Customer Operations Manager, Plan Sponsor Services

Securian Financial

in Saint Paul MN

*Securian Financial’s internal position title is Customer Operations Manager.

Position Summary:

Responsible for the service and administration experience provided to all large- and mid-market defined contribution, bundled plan sponsors.  Provides divisional leadership and strategic direction to ensure client satisfaction, industry competitiveness, and maximum asset retention and growth.  Directly supervises Customer Operations Senior Analysts who are responsible for developing and maintaining long-term partnerships with assigned clients.

Responsibilities include but not limited to:

  • Leads the successful execution of services provided to all large and mid-market, bundled defined contribution plan sponsors to ensure client satisfaction and maximum asset retention. 
  • Provides divisional leadership and direction to ensure sponsor services are competitive within the industry, distinguished by their quality and overall total value, and meet profitability objectives.
  • Provides overall direction, guidance and supervision for Customer Operations Senior Analysts assigned to large and mid-market, bundled defined contribution plan sponsors.  
  • Serve as lead Sponsor Services presenter at large prospective client sales meetings, advisor/firm/national partners due diligence meetings and seminars, and key existing client re-sale presentations.
  • Maintains up-to-date knowledge of IRS/DOL regulations, assesses the impact of those regulations on our clients, and develops and implements required procedural and system changes. 

Qualifications:

  • Demonstrated ability to manage client relationships and technical plan administration in a highly regulated, constantly changing and fast-paced industry.  Includes directly contributing to divisional sales, asset retention and earnings objectives.
  • Strong interpersonal, leadership and management skills to attract, retain and develop an effective technical, supervisory and consultative staff. 
  • Strategic and innovative decision-making ability, with proactive, accurate and cost- effective decisions based on technical, managerial and business judgment skills in a complex and rapidly changing environment.  Ability to contribute to the development of divisional and unit plans, organizational structures, future initiatives and new product development.
  • Strong problem solving and analytical skills to quickly resolve servicing issues by identifying and using resources and researching all aspects while at the same time providing creative and timely solutions.
  • Strong communication, negotiation and customer service skills to develop and maintain effective working relationships with clients, advisors, field associates, home office associates and external business partners/vendors.
  • Strong organizational skills to ensure unit quality and timeliness standards are met and to deliver new initiatives and enhanced services. 
  • Strong knowledge of PC based applications (Microsoft Word, Excel, Lotus Notes) with the ability to gain knowledge of all systems and processes used by Plan Sponsor Servicing.
  • Knowledge of defined contribution plan design and operation, funding vehicles, and IRS/DOL regulations.  
  • Awareness of industry trends, technological advances, competitor strategies, pending legislation, and stock market conditions.   

Securian Financial has been around for nearly 140 years. We’re committed to giving back to our community, donating 15,000 employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:

  • Generous paid time off. We want you to take time off for whatever matters most to you!
  • Tuition reimbursement program. We value continuous learning at Securian!
  • Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.
  • Continuous opportunities for new challenges.
  • Variety of health plan options as well as dental and vision plans.
  • Paid maternity/paternity leaves.

Physical Job Requirements

  • Ability to utilize keyboard, mouse and computer for 4-6 hours per day
  • Ability to work at least 40 hours per week
  • Ability to utilize telephone for 4-6 hours per day
  • Ability to perform grasping tasks 2-4 hours per day (examples: handwriting, grasping of equipment/machines, paper manipulation, sorting, folding, handling stacks of paper)
  • Ability to meet the physical demands of travel - approximately 1 time per month. This includes the ability to operate a motor vehicle as well as an ability to utilize air travel.
  • Ability to lift and carry approximately 25 pounds
  • Ability to be mobile periodically throughout entire workday

The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of jobs.

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