Manager, Mid-Market Relationship Management

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

AVP  Manager, Mid-Market Relationship Management

The Mid-Market Client Relationship Manager (CRM) Manager is a people leader responsible for leading, coaching, and developing a team of Mid-market CRMs to deliver an exceptional client experience that exceeds client and advisor expectations. This role is accountable for building a high-performing, engaged team with a strong focus on leadership, retention, and cross-serve growth, while ensuring consistent execution of Voya’s service strategy and operating standards across the book of business.
Position Responsibilities

People Leadership & Talent Development: Leads a team of Mid-market CRMs by setting clear expectations, reinforcing a client-first culture, and driving consistent execution of service strategy. Coaches to core behaviors (consultative leadership, proactive issue management, and disciplined follow-through) through 1:1s, pipeline/portfolio reviews, and call/meeting observations. Hires, onboards, and develops talent; creates development plans and succession coverage; recognizes performance and addresses performance gaps. Builds engagement and retention by ensuring manageable workloads, clear priorities, and a supportive, inclusive team environment.

Client Retention Leadership & Negotiation Oversight: Accountable for retention results across the team’s portfolio by establishing retention rhythms (risk identification, save plans, competitive intel, and executive alignment) and ensuring CRMs execute against them. Provides leadership on escalations, service recovery, and complex client situations; partners with Legal, Pricing, Underwriting, Operations, and Sales to align on strategy. Oversees RFIs/RFPs/benchmarking activities for at-risk and strategic clients, ensuring quality, timeliness, and alignment to value proposition. Guides and approves renewal/pricing and contract negotiation strategies, including appropriate Service Level Agreements.

Strategic Account Management & Operating Excellence: Establishes standards for account planning, meeting strategy, and consultative delivery; ensures each CRM builds trust-based relationships with key stakeholders (Senior Executives, Treasury, HR/Benefits, Advisors, and TPAs). Reviews plan data, industry trends, and client objectives to ensure strategic recommendations on plan design, product adoption, and participant engagement are consistently delivered. Leads and coordinates cross-functional partners to execute service and strategic initiatives; tracks outcomes against agreed-to metrics and drives continuous improvement. Ensures disciplined project execution for complex activities (plan changes, conversions, enhancements), including scope, timelines, internal readiness, and client/advisor communications.

Client Growth & Cross-Serve: Drives a repeatable cross-serve motion across the team’s portfolio by setting targets, coaching discovery, and ensuring CRMs identify and advance opportunities aligned to client needs. Partners closely with Sales and product leaders to position, scope, and implement solutions; removes blockers and ensures strong handoffs and client experience through execution. Ensures high-quality participation in finalist/renewal activities and supports the sales process as needed (strategy, messaging, executive presence). Reinforces a culture where retention and growth are delivered together through consultative value and measurable outcomes.
Knowledge and Experience
10+ years of experience in client service relationship management for defined contribution plans, including 2+ years of people leadership (direct leadership preferred)
Industry certifications and FINRA series 6 or 7 and 63, 24 or 26 licensing will be required
Strong understanding of retirement plans (corporate and tax exempt) and a solid investment background
Demonstrated ability to lead, coach, and retain high-performing teams; experience building talent pipelines and development plans
Strong executive presence with exceptional interpersonal, presentation, and negotiation skills
Excellent verbal and written communications skills
Bachelor’s Degree or equivalent
Travel – 25 – 40% of time; Locations – Nation-wide

*This position is work from home in a location that can cover the designated territory.

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and 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

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• 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

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.