Director, Client Services

Company Overview

PCS Retirement, LLC, a subsidiary of FSG Parent L.P., is one of the nation's largest independent and conflict-free retirement solution providers in the industry. PCS provides recordkeeping services to 19,000 plans and 850,000 eligible participants representing more than $26 billion in assets under administration. PCS' comprehensive retirement solutions platform includes business development tools for financial advisors, a data-driven recordkeeping technology that supports all types of retirement plans [401(k), 403(b), 457, Cash Balance, Defined Benefit, Non-Qualified], individual retirement accounts (including payroll deduction IRAs), and health savings accounts. 

At PCS Retirement, we cultivate an environment built on trust, where every team member is empowered to take ownership and contribute to our shared vision. Through collaborative teamwork we foster growth, both personally and professionally, ensuring that together we exceed expectations and achieve remarkable success.  

To learn more, visit https://www.pcsretirement.com/

Job Summary

The Director of Client Services is responsible for leading and scaling a client service team that supports PCS Retirement’s smallest retirement plans and associated advisors and TPAs through a queue-based, contact center service model. This role provides strategic and day-to-day leadership for service delivery, workforce management, and operational performance, while ensuring a consistently high-quality client experience.

The Director is accountable for service execution, SLA performance, associate engagement, and continuous process improvement. This role partners closely with Service, Sales, Operations, Technology, and Product leadership to ensure the contact center model delivers efficiency, quality, and scalability while meeting client, advisor, and TPA expectations. 

Job Responsibilities

Team Leadership

• Lead, coach, and develop service teams supporting small plans through a queue-based contact center model.
• Establish clear performance expectations and accountability for service quality, responsiveness, productivity, and client satisfaction.
• Support recruitment, onboarding, training, development, and retention of a high-performing service organization.
• Foster a culture of responsiveness, ownership, continuous improvement, and associate engagement.
• Conduct regular team communications (standups, huddles, forums) to ensure alignment on priorities, enhancements, and      coverage.

Operational Management

• Own day-to-day operational management of the contact center, including queue coverage, volume management, response      times, and service level adherence.
• Monitor and manage key performance metrics (phone service levels, email response time, case aging, first-contact resolution,      quality scores).
• Implement workforce management strategies to align staffing models with volume demand and seasonality.
• Establish and maintain quality assurance standards, case review processes, and coaching frameworks to ensure consistent and      accurate service delivery.

Client, Advisor & Partner Experience

• Ensure the contact center delivers a consistent, high-quality experience for plan sponsors, advisors, and TPAs.
• Monitor client feedback and satisfaction data to identify trends and improvement opportunities.
• Partner with Sales, Relationship Management, and external partners to proactively address service risks and escalation      needs.
• Present regular updates to senior leadership on service performance, risks, and improvement initiatives impacting small      plan clients.

Process Improvement & Issue Management

• Partner with Service and Operations leadership to identify root causes of recurring issues and drive systemic improvements.
• Ensure cases are documented thoroughly so service team can continue to work seamlessly when coverage shifts.
• Participate in and support product and process enhancements, ensuring readiness and effective adoption by the team.

Collaboration & Strategy

• Partner with internal stakeholders to align service delivery with business strategy for small plan growth, efficiency, and      retention.
• Translate PCS Retirement’s service strategy into clear, measurable goals for the contact center.
• Support the evolution of the tiered service model by helping define best practices, coverage strategies, and scalability levers.
• Demonstrate and reinforce PCS Retirement’s core values and commitment to client-first service.
• Perform other duties as assigned by management. 

• Proven experience leading a contact center, operations, or centralized service organization in financial services or a related industry. 
• Strong operational and analytical skills with the ability to structure and solve problems using data-driven insights. 
• Experience managing service metrics, SLAs, workforce capacity, and performance dashboards. 
• Demonstrated ability to coach, develop, and lead a team. 
• Strong client service skills and ability to manage escalated issues.
• Strong written and verbal communication skills with the ability to synthesize and convey complex information clearly. 
• Experience driving process improvement and change management initiatives. 
• Strong collaborative leadership presence; able to influence without authority. 
• High cross-cultural awareness and a desire to lead diverse teams.  
• Minimum of 7 years of progressively responsible experience in financial services client service, preferably within retirement recordkeeping. 

Remote Work Information

For all virtual remote positions, in order to ensure employees can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 50 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying.

Compensation Information

The average salary for this position is expected to be between $108,000 and $140,000/year however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. We do not anticipate candidates to be paid at the top of the range however, from time to time, it may occur on a case-by-case basis. Other rewards and benefits may include: 401(k) match, medical, dental, vision, life insurance, short and long term disability, paid-time off, etc. For more information, please visit pcsretirement.com/careers

Additional Information

As an employer, PCS believes our success depends on diversity, inclusion, and mutual respect among our team members. We want to look like our customers, and we recruit, develop, and retain the most hardworking people from a diverse candidate pool. We are committed to making all employment decisions based on business need, merit, capability, and equality of opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.