Senior Manager Client Services Operations

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

As the Senior Manager, Client Service, you will lead a team of Client Service Specialists responsible for delivering white-glove service on complex and time-sensitive operational requests for Empower’s Personal Strategy clients and Financial Advisors.

This team specializes in high-complexity service work including account openings, distributions, asset additions, transfers, money movement, retirement-related transactions, and operational maintenance.
In this role, you will drive service excellence, operational rigor, risk management, and continuous improvement across all specialty workflows. You will serve as a strategic leader and escalation point, ensuring adherence to SLAs, regulatory requirements, and quality standards while fostering a high-performance, client-first culture.

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What you will do

• Lead and develop a high-performing team of Client Service Specialists supporting specialty casework, distributions, and asset additions, fostering a culture of accountability, collaboration, and operational excellence

• Set clear performance expectations and drive results by aligning productivity, quality, SLA adherence, and client experience standards; conduct regular coaching, performance reviews, and development planning

• Oversee daily operational execution across specialty service queues to ensure timely processing, effective capacity management, and consistent service delivery

• Monitor service metrics and quality trends to proactively identify risks, address performance gaps, and implement continuous improvements

• Serve as the primary escalation point for urgent, complex, or high-risk operational matters, ensuring timely resolution and risk mitigation

• Ensure compliance and operational integrity by maintaining adherence to regulatory requirements, firm policies, and internal controls across all transactions

• Partner cross-functionally with Risk, Compliance, Operations leadership, custodians, and other stakeholders to resolve systemic issues and strengthen service processes

• Champion a white-glove client experience, promoting proactive communication and seamless service across all client and advisor interactions

What you will bring

• Bachelor’s degree preferred; in lieu of a degree, four additional years of experience is accepted

• 5+ years of financial services operations experience

• Prior people leadership experience preferred

• FINRA Fingerprinting required

• Knowledge of investment products, retirement accounts (including RMDs and IRA distributions), money movement, and transfer processes (ACAT and non-ACAT)

• Ability to lead high-performing teams in fast-paced, high-complexity environments

• Ability to connect operational performance with broader business objectives

• Data-driven mindset with experience using metrics to improve outcomes

• Strong organizational and prioritization skills

• Sound judgment and decision-making in high-pressure situations

• Ability to lead through ambiguity and drive measurable results

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.