Skill required: Retirement Solutions - Customer Relationship Management (CRM)
Designation: Delivery Operations Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 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 is responsible for ensuring institutional client satisfaction across markets by managing specific daily administrative, operational and record keeping functions of institutional clients through tactical day-to-day support for client service and business development.
What are we looking for 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, and plan focus support.
- Assist clients in correction of any plan / participant level data issues.
- Co-ordinate between client facing and operations teams to resolve client issues/escalations. Work Experience
- 12 + Years in US Retirement Services Domain
- 5+ Years of Managerial experience with people s span of 35 -50 resources
- Hands on with process reporting: SLA, TAT, Quality, AHT, NIGO, RCA
- Excellent People Leadership skills Must have/ minimum requirement.
- US Retirement Services domain – Defined Contributions and 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 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. Roles and Responsibilities:
- Key Responsibilities and Duties
- Deliver exceptional client service while driving best practices and improved outcomes.
- Own end-to-end service tasks within a centralized support model.
- Provide operational and administrative support: remittance, file exchange, distributions, lost earnings, plan documents, and remediations.
- Build institutional knowledge and deepen understanding of recordkeeping systems and products.
- Submit and track service requests in partnership with internal teams.
- Perform root cause analysis on errors and service issues.
- Lead process improvement initiatives and ensure SLA adherence.
- Manage team performance and engagement during critical situations.
- Maintain strong client relationships and manage daily servicing of group retirement plans.
- Maintain compliance calendars and ensure timely execution of annual tasks.
- Proactively address client and participant inquiries and service requests.
- Conduct plan review meetings with boards, committees, and executives.
- Manage pre/post meeting tasks: reports, reviews, amendments, fund changes, and documentation.
- Coordinate audit support, Form 5500 filings, and compliance testing with home office.
- Support client retention and growth within assigned business.
- Identify opportunities for service model enhancements and contribution increases.
- Collaborate with regional teams to deliver client services effectively.
- Partner with Plan Sponsors and Specialists to design participant education campaigns.
- Conduct group and 1:1 participant education session when needed.
- Leverage client relationships to identify new business opportunities.
- Attend client events to strengthen engagement and visibility.
- Maintain Salesforce records: contact data, plan info, and client tasks
