• Responsible for managing a staff of Consultants and Assistants in the delivery of excellent client service to plan sponsors, brokers/agents and financial partners in all aspects of retirement plan services • Lead the staff in maintaining service standards • Motivate, lead and support team members to provide excellent customer service • Conduct interviews and evaluating candidates in the hiring process • Provide team members with substantive, periodic feedback on performance • Monitor service levels and phone activity • Plan and organize workflow to meet service commitments • Produce weekly/monthly production metrics reports • Develop staffing strategies for resource allocation to meet business needs and service commitments/objectives • Coordinate successful training and instruction of new associates • Develop staff on industry knowledge and professional development • Develop workflow alternatives for process improvement • Perform other duties and special projects as assigned