James Lewis Email & Phone Number

Remote

Responsible for the supervision, performance management and growth of the Individual Account's Service Team. Provide management oversight for the day-to-day support of all account service functional activities and targeted initiatives. Ensure PCS Retirement is consistently meeting and or exceeding service quality, productivity, and financial metrics. A key member of the Management team that provides industry insight, input, and support in defining, developing, and executing PCS Retirement’s service strategies, as well as operational and financial objectives.· Coach and mentor Relationship Managers and Senior Relationship Managers to deliver exemplary customer service and deliver on key metrics related to overall client satisfaction, retention, and growth· Supervise recruitment, development, and retention of the IAT team. · Conducts regular staff reviews and provides ongoing coaching and development to the team with all correspondence documented.· Ensures that all Service-related metrics & milestones for the RM’s within their product line do not exceed violation standards.· Develop and cultivate relationships with all key channel relationships, clients, elite advisors, TPA’s and top tier plans within their assigned territory.· Ensure continuous delivery of quality customer service through oversight of service levels.· Establish and facilitate strong communication with sales and marketing teams to identify opportunities to cross-sell solutions to existing clients. · Participate in UAT process for systems enhancements and ensure Relationship Managers are aware of changes for client communications and support.· Act as a facilitator between the groups to resolve issues.· Translate business strategy and objectives into tangible goals for the Relationship Managers.· Demonstrate PCS Retirement’s core values and customer service standards with the over-arching theme of placing the client’s need's first.

Indianapolis, Indiana Area

Plan Manager/Consultant/Analyst | Retirement Plan Specialist - Retirement Plan Services​ Provide consultative and analytical services to clients on the daily administration of their 401(k) retirement plans. Administers superior service and timely follow up to promote on-going retention while building collaborative relationships with external customers and internal departments. Consults with clients on financial transaction requests, audit requests, sales support, product features and reconciliation retirement plan transactions for year-end tax filing. Educate retirement plan administrators on how to navigate the OneAmerica web based accounting systems to submit retirement plan contributions, resolve transaction discrepancies, account reconciliations, and answer inquiries on multi-million-dollar retirement accounts. Prioritizes service deliverables to meet compliance based deadlines such as annual census, annual testing, related refunds, Department of Labor’s 5500 completion, audit assistance, and annual notice requirements.Oversees risk analysis projects utilizing knowledge of retirement plan design and legislative policies that may impact client services. Manages internal collaboration across multiple departments to meet compliance deadlines and stated service deliverables on behalf of clients.Exhibits strong verbal and written communication skills critical for the implementation and tracking of daily projectional reporting.Suggestion of business improvements that improve the overall client experience.Consistently rated as outstanding on client service surveys.

United States

Assistant Vice President | Manager (3 locations) – Retirement Plan Services​ - 2003-2018Provide consultative and analytical services to clients on the daily administration of their 401(k) retirement plans. Administers superior service and timely follow up to promote on-going retention while building collaborative relationships with external customers and internal departments. Consults with clients on financial transaction requests, audit requests, sales support, product features and reconciliation retirement plan transactions for year-end tax filing. Educate retirement plan administrators on how to navigate the OneAmerica web based accounting systems to submit retirement plan contributions, resolve transaction discrepancies, account reconciliations, and answer inquiries on multi-million-dollar retirement accounts. Track and prioritizes service deliverables to meet compliance based deadlines and scheduled governmental deadlines such as annual census, annual testing, related refunds, Department of Labor’s 5500 completion, audit assistance, and annual notice requirements.Oversees risk analysis projects utilizing knowledge of retirement plan design and legislative policies that may impact client services. Manages internal collaboration across multiple departments to meet compliance deadlines and stated service deliverables on behalf of clients.Exhibits strong verbal and written communication skills critical for the implementation and tracking of daily projectional reporting.Implementation of business improvements that improve the overall client experience in order to retain the client relationship and to ensure they are meeting Internal Revenue and Department of Labor retirement plan regulations. Consistently rated as outstanding on client service surveys.

Charlotte, North Carolina Area

Responsible for analyzing and designing specification used for enhancements and extensions in EDI application, interfaces and mappings. Coordination of testing, implementations, and upgrades.

Education record

Education record

Executive & Leadership Training