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 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. The Manager serves as a bridge between the Client Service Managers and the internal teams under Operations in handling the client queries for their retirement plans. Accountable for ensuring department quality and time standards are met. This position is also responsible to oversee staff training, staff mentoring, quality standards, MIS & reporting, disciplinary action, motivation, identify appropriate staffing levels to projected volume with overtime/vacations and forecasting strategies, timely performance appraisals and salary/promotion/merit increase recommendations.

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Must understand all aspects of the Plan Service Center, Partner Link, and plan design along with, understanding of CSM workflow.

He/she is responsible for taking on roles which includes training others, team bonding, and personal development of team members to maximize the department's resources.

Maintain employee records, track quality and productivity.

Monitor trends, maintain employee records and report findings to management.

Drives the team & escalates on outstanding issues with internal functional areas related to: contributions, loans,



distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries on behalf of the team/CSM.

Career Development & Coaching - responsible for the development of associates. Conducts monthly one-on-one meetings and ongoing coaching with them. Provides ongoing feedback regarding quality of work to team members and works to improve processes and overall quality for the team/department.

Ensures team performance meets and exceed function/department goals, quality targets, and service level expectations. Prepares reports measuring/detailing performance, including monthly management reports

Escalated Issues - fields escalated issues from representatives, clients, and participants. Conducts performance evaluations and manages staff issues according to company and divisional policies. Performs/assists in compensation during year end performance review, also taking necessary disciplinary action if necessary.

Participates in and/or coordinates conference calls and meetings to consult and assist client with questions or issue resolution.

Would easily switch as SME of the team if the role demands to trouble shooting and floor support for the team in absence of SME/Lead.

Should be able to manage daily delivery with a deep understanding of operations systems and process.

Should closely work with the CSM group to identify potential middle office tasks.



Exceptional training abilities with hands on experience in designing SOPs, training plan and assessments etc. Part of regular governance with the Client Service Managers across the ACSM/CSM teams.

Overall, 9-12 years' experience & minimum 6 years in 401k industry. Cross functional experience in teams such as loans, enrollment, payroll support, compliance, audit is must

Knowledge of ERISA, DOL and applicable IRS regulations related to retirement

Strong interpersonal, customer service skills and attention to detail.

Must be deadline oriented ensuring issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction

Highly proficient in Microsoft Office Suite programs

Should have positive oral and written communication skills as the role demands extensive partner communication via calls and emails.

Bachelor's Degree is a must.

Good knowledge of MS Office, and proficient in MS Excel. Experience as MIS expert in the current role is must

Hands on working & leading experience in different teams of the retirement domain is added advantage (Implementation, Money In, Money Out, Account Resolutions etc)

Experience working around process related projects

We are an equal opportunity employer with a commitment to diversity. 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.

📌 Manager Client Support Services (Bengaluru)
🏢 Empower India
📍 Bengaluru