AVP, Regional Client Relations at CTS Voya Institutional Plan Services, LLC — Phoenix, AZ

Profile Summary/Description

• Leads a team of Relationship Managers in the Western U.S. responsible for retaining and expanding existing defined contribution plan relationships.
• Manages executive relationships with key clients and advisors.
• Develops and executes upon annual strategic business plans for client retention
• Work closely with sales, plan administration, operation staff and other corporate areas to ensure client servicing objectives are met.
• Participate in sales presentations and have a thorough understanding of client's requirements and develop programs to meet these requirements.
• Collaborate with VP of Client Relations peers nationally to drive a consistent national strategy focused on retention, growth and client satisfaction.
• Drive year over year performance improvement of CRM team as measured by survey scores, plan and participant level retention and sponsor satisfaction.
• Drive Continuous Improvement in the region using the full management system and model CI behaviors.
• Conduct recruiting as team needs evolve.
• Work with RVP CRMs and CRMs to develop business plans and strategy for assigned territory.
• Clearly articulate organizational vision to CRM team, and translate organizational strategy into clear targets based on business plans for territory.
• Partner with CRMs and peers of VPs, Client Relations to identify best practices, and reinforce consistent use of standards to support identification of deviations form target performance.
• Spend majority of time coaching CRMs in their day-to-day activities, identifying issues and partnering with the front line to problem solve new ways of working in order to achieve objectives
• Accompany CRM to top client meetings as Senior Leadership representative.
• Ensure consistent execution of activities and processes, including annual plan reviews and enrollment-related activities.
• Provide regular coaching and feedback to CRMs to maximize retention and participant engagement.
• Monitor team workload and rebalance as necessary to maximize team effectiveness.
• Conduct and engage in training.
• Clearly articulate organizational vision on topics.

Knowledge and Experience

• Typically has at least six years of DC or related experience.
• In-depth knowledge of the company's products and services.
• Possess excellent communications skills, both verbal and written.
• Prior proven ability to lead a diverse team.
• Strong client relationship management skills.
• Bachelor’s degree or equivalent
• FINRA Series 6, 63 and 26 required, along with state life and health

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Compensation Pay Disclosure:

$136,560 - $170,700 USD

Be Well. Stay Well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Critical Skills

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Reasonable Accommodations

Misuse of Voya's name in fraud schemes