Skill required: Retirement Solutions - Customer Relationship Management (CRM)
Designation: Delivery Lead Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do The Client Relationship Manager (Delivery Lead) is responsible for ensuring institutional client satisfaction across markets by managing daily administrative, operational, and recordkeeping functions. In addition to operational excellence, this role will drive client engagement, retention, and revenue growth by partnering with sales and account teams to identify expansion opportunities and deliver value-added solutions.
What are we looking for Must have/ minimum requirement.
- US Retirement Services domain – Defined Contributions, Defined Benefits
- Experience in US Monetary Process (Contributions, Distributions, Refunds, Forfeitures, Loans, Adjustments etc.)
- Knowledge and understanding of corporate/group retirement plans (403(b), 401(k) and 457 plans) including: retirement plan design, investment monitoring, plan administration, compliance testing and enhanced understanding of retirement plan rules & regulations.
- US Retirement Middle Office / Plan Level documentation knowledge preferred in addition to experience in participant services.
- Knowledge of handling Participant Census data.
- Review and updates plan configuration fields.
- Good Attention to detail with research and timely resolution ability.
- Ability to work in centers of excellence model.
- Excellent written communication skills
- ASPPA Certified (Preferred)
- CRPS (Preferred)
- Excellent verbal and written communication skills; voice support experience required
- Work Experience
- 15 + Years in US Retirement Services Domain
- 10+ Years of Managerial experience with people span of 50 - 100 resources
- Hands on with process reporting: SLA , TAT, Quality, AHT, NIGO , RCA
- Roles & Responsibilities:
- Assist Client Facing personnel on middle office and back-office activities.
- Support Plan Sponsors and Administrators on plan level activities that include but are not limited to Money In, Money Out, reporting & Recordkeeping system updates, involuntary distributions and lost earnings calculations, QDRO, Data Correction, NIGO Processing
- Support clients on research and resolution of issues related to benefit services like Eligibility Services, Online Salary Deferral & Enrollments, Auto Services, Vesting calculations.
- Support Plan Management activities like Plan Document Services, Plan reporting & audit, Adjustments and remediations, Participant escalations, plan focus support.
- Assist clients in correction of any plan / participant level data issues.
- Coordinate across client-facing and operations teams to resolve issues effectively
- Drive client engagement initiatives and contribute to business growth through CRM and sales alignment Skillset:
- Graduate (mandatory), preferably from commerce background
- Experience in the US retirement industry.
- Flexible working in US Shifts (Across time zones based on business requirements) is a must.
- Good verbal & written communication skills in Eng Roles and Responsibilities: Key Responsibilities and Duties
- Services clients, drives best practices, and improves client outcomes through excellent customer service and operational excellence.
- Respond to client service needs and own end to end identified tasks through a centralized service model.
- Provides operational and administrative support including but not limited to online remittance support, file exchange, involuntary distributions, lost earnings calculations, plan document and plan design support, plan remediations,
- Builds institutional knowledge and relationships while enhancing functional understanding of recordkeeping services and products.
- Submits and tracks service request work items appropriately in partnership with business partners.
- Perform Root cause analysis on errors/service issues.
- Drive process improvement initiatives.
- Drive team to meet SLA adherence.
- Ability to manage a team in critical situations and drive holistic engagement.
- In this role you are required to identify and assess complex problems for area of responsibility
- The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors
- Requires adherence to strategic direction set by senior management when establishing near-term goals
- Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach
- Some latitude in decision-making in involved
- you will act independently to determine methods and procedures on new assignments
- Decisions individual at this role makes have a major day to day impact on area of responsibility
- The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture
- Please note that this role may require you to work in rotational shifts, Any Graduation
