Manager, Client Services

Date: Apr 27, 2019

Location: Fort Wayne, IN, US

Company: Lincoln Financial





Alternate Locations: Fort Wayne, IN (Indiana)

Relocation assistance is not available for this opportunity.

Requisition #59332

About the Company

Lincoln Financial Group provides advice and solutions that help empower Americans to take charge of their financial lives with confidence and optimism. Today, more than 17 million customers trust our retirement, insurance and wealth protection expertise to help address their lifestyle, savings and income goals, as well as to guard against long-term care expenses. Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE:LNC) and its affiliates. The company had $222 billion in assets under management as of March 31, 2015.


The Role


As the Manager, Client Services in Retirement Plan Services, you will be responsible for managing the participant web support, escalations and call center support teams. You will oversee the management of these assigned client service area(s) of responsibility ensuring good customer relations are maintained, more complex customer inquiries and concerns are resolved fairly and effectively, and managing key projects.





  • Establishes and implements individual and team priorities, performance goals and objectives to ensure completion of responsibility
  • Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent
  • Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards
  • Identifies and recommends process improvements that significantly reduce workloads or improve quality across assigned area(s) of responsibility
  • Serves as a resource to team members and internal/external stakeholders on more complex assignments/projects
  • Manages workloads to ensure they are appropriately balanced among team members
  • Ensures that top talent is hired and retained
  • Builds organizational capability within assigned area(s) of responsibility
  • Manages a team and processes for assigned area(s) of responsibility
  • Manages the processes and administration of customer inquiries, ensuring accurate, fair and efficient call management
  • Provides more complex guidance to client service team members on customer inquiries and/or concerns
  • Reviews and resolves more complex escalated issues and concerns
  • Escalates issues as needed to upper management
  • Reviews forecasted telephone volumes and short and long-term staffing requirements
  • Ensures team is appropriately trained to respond to customer inquiries/concerns
  • Designs and implements training plans based on assessment of team and individual needs
  • Ensures that the team maintains customer confidentiality while complying with privacy regulations
  • Monitors and controls expenses within defined budget limits
  • May develop budgets for assigned area(s)


Business Acumen

  • Maintains knowledge on current and emerging developments/trends for assigned area(s) or responsibility, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
  • Manages and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives





  • Undergrad degree or equivalent work experience
  • 5+ years of experience in Client Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience



  • Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures
  • Confident, comfortable communicator with strong written and verbal communication skills
  • Apply concepts such as probability, statistics, modeling, percentages, ratios, and proportions to practical solutions
  • Works with mathematical concepts such as averages and/or variances
  • Ability to analyze information and to evaluate the implications of a course of action or solution
  • Ability to interpret and apply common sense understanding to carry out a variety of instructions furnished in written, oral, or diagram form
  • Define problems, collect data, establish facts and draw valid conclusions
  • Evaluate trends in data or information
  • Ability to perform under stress in cases of emergency, critical or hazardous situations
  • Ability to work with others in a team environment
  • Demonstrated ability to ensure workloads are appropriately balanced among team members
  • Demonstrated strong relationship management skills with internal clients (e.g. management, peers and colleagues); proven ability to develop collaborative approaches
  • Demonstrates ability to identify and recommend processes improvements
  • Demonstrates ability to successfully hire, retain, develop and coach staff via a culture of real-time performance feedback, with ability to build both technical and leadership skills
  • Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail
  • Demonstrates strong interpersonal skills with a collaborative style
  • Demonstrates the ability to use sound judgment and discretion regarding confidential information
  • Finds common ground and can gain collaboration among management, colleagues and peers; can influence outcomes without directing or commanding
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote)
  • Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines




This position may be subject to Lincoln’s Political Contribution Policy.  An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.



Nearest Major Market: Fort Wayne

Job Segment: Manager, Marketing Manager, Project Manager, Change Management, Management, Marketing, Technology