Senior Consultant - 401(k) Client Service Manager

Are you a retirement professional who enjoys working directly with clients? Are you looking to join an exciting and innovative team revolutionizing the retirement space? The Aon Pooled Employer Plan (Aon PEP) is a fast-growing 401(k) solution delivering a better experience for employers and their employees. Be part of our growing team as a Client Service Manager!

This is a virtual role with the flexibility to work from home or from any local Aon office in the US.

Aon is in the business of better decisions

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As a global organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like:

The Client Service Manager (CSM) is responsible for delivering the Aon PEP 401(k) Plan to a portfolio of participating employers. CSMs are the main client contact for service delivery and work closely with Aon PEP leaders and our service partners to deliver a high-quality, mark-leading 401(k) experience.

Key Responsibilities:

Client Ownership & Service Delivery

• Serve as the primary contact and account executive for a portfolio of large, complex 401(k) clients in the Aon PEP.
• Build and maintain trusted advisor relationships with plan sponsors, committees, and advisors.
• Ensure timely, accurate, and proactive delivery of all agreed‑upon services.
• Act in a fiduciary capacity, supporting clients in meeting governance and oversight responsibilities.

Technical & Analytical Responsibilities

• Analyze and interpret complex plan data, including: payroll data and payroll file accuracy; annual contribution calculations; compliance and testing results
• Perform complex 401(k) calculations, such as:
  • Employer contribution and matching calculations
  • Corrective contributions and adjustments
  • Excess contribution summaries and plan corrections
• Monitor plan activity and administrative processes to identify operational risks and anomalies.
• Research issues, determine root causes, coordinate with internal and external partners, and develop clear remediation plans.

Consulting & Plan Design

• Provide consultative, strategic support tailored to each client’s objectives and workforce demographics.
• Recommend plan design enhancements based on client goals, plan analytics, desired outcomes, and legislative requirements
• Educate clients on legislative developments and regulatory changes, helping them understand implications for their plan and participants.
• Translate complex technical and regulatory concepts into clear, actionable verbal and written communications for clients and committees.

Regulatory & Compliance Oversight

• Maintain a strong understanding of client objectives and ensure plan operations remain aligned with those objectives.
• Stay current on the 401(k) regulatory and legislative landscape and anticipate potential client impacts.
• Apply sound judgment to support clients through complex regulatory and administrative issues.
• Establish and leverage analytical and organizational processes to monitor, review, and flag administrative concerns across participating employers.

Project Management and Project Leadership

• Manage multiple concurrent projects and deliverables across your client portfolio, including:
  • Plan design changes and plan amendments
  • Custom communications and educational webinars
  • Payroll and data corrections
  • Mergers, acquisitions, and related plan events
• Work in a fast‑paced environment, tracking and prioritizing multiple deliverables and inquiries across multiple clients and participants.
• Delegate, monitor, and peer‑review work across a team of Client Service Analysts to ensure quality and timeliness.

Potential People Leadership

• This role may include people leadership and management responsibilities.
• Ideal candidates will bring prior experience managing and developing team members and be able to demonstrate success in this area.

How this opportunity is different:

We are seeking a Client Service Manager with direct experience supporting 401(k) plans for institutional clients with:

• $500M to $1B in assets under management (AUM), and
• 3,000+ plan participants

This representative must have the unique ability to dig into the details of data, perform complex calculations, and research and resolve issues, while also maintaining a big‑picture, consultative perspective to advise clients on 401(k) questions, plan design, and strategic considerations.

You will enjoy working with a broad range of stakeholders. Within Aon, you will partner closely with the broader client service team, operations managers, and the Aon PEP leadership team. Outside of Aon, you will connect with our partners, our clients, and our clients’ service providers.

As the main client contact, you will serve as an account executive and 401(k) consultant, establishing trusted relationships with your clients. We work collaboratively as a team to serve our clients and act in a fiduciary capacity.

This CSM role is ideal for a seasoned 401(k) professional who combines deep technical expertise, strong analytics, and strategic consulting capabilities with a passion for client service, project management, and team collaboration.

Skills and experience that will lead to success:

Required Experience

• At least 10 years of experience in retirement consulting, plan management, and/or client service within the 401(k) industry.
• Proven responsibility for a book of complex, large‑plan 401(k) clients in the stated AUM and participant range: $500M to $1B in assets under management (AUM); and 3,000+ plan participants
• Experience serving as the primary point of contact for plan sponsors, committees, and advisors.
• Familiarity with recordkeeping platforms, plan administration, and vendor coordination.

Technical & Analytical Skills

• Expert understanding of 401(k) plan design, administration, and compliance.
• Strong analytical capability to work with: large census and payroll data set; plan‑level and participant‑level metrics and analytics
• Advanced Excel skills, particularly with large data sets and census data (e.g., complex formulas, pivot tables, data validation, and analysis).
• Resourceful, with strong critical thinking, analytical, and problem‑solving skills.

Client‑Facing & Communication Skills

• Excellent written, oral, and interpersonal communication skills.
• Comfortable and effective speaking with clients and vendors, including in challenging or sensitive situations.
• Ability to: clearly and professionally explain administrative processes and best practices; educate clients on legislative and regulatory topics; translate complex technical concepts into clear, concise, client‑friendly language.

Project & Time Management

• Demonstrated ability to own and take responsibility for multiple clients at once.
• Proven capacity to manage multiple issues, questions, and concerns on a daily basis.
• Outstanding time management, with a self‑motivated, detail‑oriented, and organized work style.
• Strong project management skills to separate small tasks from major initiatives, manage dependencies, and ensure all tasks are completed accurately, on time, and in a collaborative manner

Teamwork & Leadership

• Works well within a team‑based environment and collaborates effectively with colleagues across functions (operations, compliance, investments, legal, etc.).
• Ability to delegate work to analysts, provide direction and context, and oversee the quality and completeness of deliverables.

Education: Bachelor’s degree or equivalent years of industry experience.

The salary range for this position (intended for U.S. applicants) is $100,000-$140,000 annually. Salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data.  The salary may also be adjusted based on applicant’s geographic location. This position is eligible to participate in one of Aon’s annual incentive plans to receive an annual discretionary bonus in addition to base salary.  The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon’s discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies. 

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

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