CHRIS KONKOL
Menomonee Falls,WI
Summary
Dynamic leader with a proven history of steering large-scale client service operations in the financial services sector. Expertise in driving enterprise transformation, optimizing cost structures, and enhancing participant experiences within complex organizations. Strong executive presence demonstrated through alignment of cross-functional leaders, shaping of service strategies, and achievement of measurable improvements in service quality, productivity, and cost efficiency. Committed to implementing innovative solutions that enhance operational effectiveness while fostering teamwork and adapting to evolving business needs to ensure alignment with organizational objectives.
Overview
14
14
years of professional experience
1
1
Certification
Work History
DIRECTOR
Empower
Milwaukee, WI
07.2023 - Current
- Partnered with sales teams to shape client strategies and drive new business wins during finalist presentations.
- Drove client retention efforts for five ultra mega clients and several large relationships by improving service performance and fostering executive-level trust
- Provide executive leadership across service delivery, aligning operational execution with enterprise strategy and client expectations
- Spearheaded global service delivery initiatives, integrating onshore and offshore resources to achieve cost reduction and uphold high standards of client satisfaction
- Developed AI-driven sentiment and call-driver analysis to surface participant pain points and inform service strategy, training focus, and operational improvements
- Partner with Technology, Operations, and Product leadership to drive modernization efforts that improve scalability, efficiency, and client experience
- Drive a high-performance culture through clear accountability, leadership development, and engagement strategies
- Support governance, risk, and compliance alignment through collaboration with internal partners
MANAGER
Empower Retirement
Milwaukee, WI
08.2019 - 07.2023
- Managed up to 100 direct and indirect reports, optimizing team structures and workflows to improve efficiency and service consistency
- Led enterprise transition to remote operations for 700+ employees, maintaining service continuity and performance standards
- Partnered with senior leadership to design scalable training, onboarding, and support models
- Contributed to service model enhancements for high-value client segments, improving experience and operational effectiveness
- Strengthened cross-functional alignment to improve execution of service initiatives and client outcomes
- Supported workforce planning aligned to business demand and operational goals
ASSISTANT MANAGER
Empower Retirement
Milwaukee, WI
05.2015 - 08.2019
- Led daily operations for high-performing service teams, consistently exceeding performance expectations
- Built performance management systems, coaching frameworks, and feedback loops to elevate team capability
- Managed complex client escalations, including interactions with senior and executive-level stakeholders
- Fostered a culture of accountability, development, and service excellence
EARLY CAREER PROGRESSION
Empower Retirement
Milwaukee, WI
01.2012 - 01.2015
- Team Lead
- Senior Retirement Representative
- Retirement Representative
Education
Bachelor of Arts - Finance
University of Wisconsin–Whitewater
Whitewater, WI12-2012
Skills
- Enterprise Leadership & Strategic Execution
- Client Experience & Service Model Optimization
- Operational Efficiency & Cost Management
- Organizational Design & Workforce Strategy
- Change Leadership & Transformation
- Cross-Functional Executive Collaboration
Certification
- Series 6
- Series 63
- Series 26
Timeline
DIRECTOR
Empower
07.2023 - Current
MANAGER
Empower Retirement
08.2019 - 07.2023
ASSISTANT MANAGER
Empower Retirement
05.2015 - 08.2019
EARLY CAREER PROGRESSION
Empower Retirement
01.2012 - 01.2015
Bachelor of Arts - Finance
University of Wisconsin–Whitewater
IMPACT HIGHLIGHTS
- Reduced workforce demand by ~40 FTE through strategic skill consolidation while maintaining participant satisfaction and service performance
- Influenced service strategy supporting a $90B+ client portfolio
- Introduced AI-driven sentiment analysis to inform decision-making, improve service delivery, and identify emerging participant needs
- Strengthened leadership capability and engagement across multi-level management structure
- Led transition of 700+ employees to remote operations with no disruption to service delivery