Customer Service Associate Manager

As a Customer Service Associate Manager at Accenture, you will play a crucial role in redefining customer experience in the US Retirement Services domain. Your responsibilities will include managing specific administrative, operational, and record-keeping functions for individual and institutional clients, ensuring client satisfaction across markets. You will be responsible for inputting, updating, and managing information in various digital formats, with a strong focus on accuracy and efficiency in handling large volumes of data. **Key Responsibilities:** - Lead a team of retirement money-out specialists to provide high-quality retirement planning and investment management services - Conduct regular team meetings to review performance metrics, share best practices, and develop action plans for continuous improvement - Provide coaching, training, and mentoring to team leaders for skill development - Collaborate with internal departments and operations teams to ensure successful execution of business objectives - Develop and maintain a deep understanding of retirement planning and investment management landscape, including industry trends and regulatory requirements - Conduct periodic reviews of processes to ensure compliance with internal policies and external regulations - Implement control framework to manage risks and ensure process controls - Prepare and present reports to senior management on team performance, client satisfaction, and business metrics - Co-ordinate between client-facing and operations teams to resolve client issues and escalations - Drive engagement, manage teams in critical situations, and provide effective tactical and strategic solutions - Plan and implement thorough contingency measures for strong resiliency **Qualifications Required:** - Graduation (mandatory), preferably from a commerce background - 14+ years of experience in US Retirement Services Domain - 8+ years of managerial experience with a team size of 35-50 resources - Experience in US Monetary Process, Defined Contributions - Institutional Services, and US Retirement Middle Office knowledge - Good attention to detail, research skills, and timely resolution ability - Excellent written communication skills - ASPPA Certified (Preferred) - Hands-on experience with process reporting metrics - Ability to work in US Shifts and across time zones based on business requirements - Good verbal and written communication skills in English - Good typing skills and attention to detail - Good working knowledge of MS Excel - Good time management skills - Ability to work independently and in a centers of excellence model This role at Accenture offers you the opportunity to lead a team, drive client satisfaction, and contribute to the growth of the US Retirement Services domain.,