Senior Director, Account Management & Connect Desk

Account Management And Connect Desk Manager

Provide leadership and strategic direction to the Account Management and Connect Desk management team and staff responsible for internal customer support functions and service to retirement plan sponsors, advisors and TPAs in the institutional market. Design and deliver service models and strategies to drive client loyalty and satisfaction.

Responsibilities

• Oversee department budget and operational planning to deliver on strategic and tactical goals.
• Establish overall direction and oversight of service models to drive client loyalty, satisfaction, and net promoter score.
• Manage internal client service teams.
• Establish and oversee budgets and staff models.
• Approve decisions regarding service strategy, locations and service team structures.
• Approve department / team goals and direct priorities that support company objectives.
• Handle high-level issues through to resolution.
• Work with management teams across business groups to align practices.
• Drive efficiency and automation of business processes.
• Develop service strategy, locations and service team structures.
• Drive new business acceptance, client repricing and fee waiver processes.
• Manage client retention activities and monitor outcomes.
• Work with the senior management team to align actions and communications in support of organizational goals and objectives.
• Deliver high-level reports to leadership on operational performance metrics, customer satisfaction scores, process improvement initiatives, expense management, etc.
• Assess, authorize, and align large scale project work with the overall department strategy.

Qualifications

Preferred Qualifications

Working Conditions

The salary for this position generally ranges between $175,000-$250,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan / Individual Performance and is at the Company's discretion.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

Compensation Benefits

Benefits Package

Health and Work / Life Balance Benefits

Inclusion & Diversity

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We're thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

Transamerica's Parent Company

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe. It offers investment, protection, and retirement solutions, always with a clear purpose : Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.