As the Client Services Manager, you will report to the Senior Director of Account Management and play a pivotal role in the overall management and training of the AM Department.
Responsibilities include:- Team Leadership: Lead, manage, and offer technical direction to the assigned Account Management team, consistently meeting or surpassing established performance standards. Ensure departmental objectives and initiatives are closely aligned with team expectations, fostering effective communication and collaboration among all management teams. Provide mentorship to the AM Lead to support their development of advanced leadership skills and competencies.
- Training and Development: Support the ongoing training and professional growth of AM staff to enhance both individual and departmental performance. Evaluate employee development opportunities and areas for improvement and implement strategic approaches to assess and cultivate talent.
- Administrative Management: Direct administrative functions such as recruitment, leave management, remote work scheduling, annual performance reviews, and disciplinary procedures. Consistently evaluate book of business assignments to determine staffing requirements and deliver strategic HR recommendations that support both organizational growth and succession planning.
- Relationship Building: Establish constructive and collaborative relationships with both external partners and internal departments to facilitate effective service delivery and timely issue resolution. Cultivate strong working relationships with each field sales team supported by the account managers, ensuring a thorough understanding of each team's distinct objectives and business requirements.
- Continuous Improvement & Quality Assurance: Foster proactive discussions with team members to identify best practices, determine areas for enhancement in processes, and assess requirements for further training to supplement identified gaps in AM knowledge and skill set. Ensure quality metrics are adhered to with regular quantitative reviews provided to team members.
- Workflow Optimization: Support workflow process changes and contribute to onboarding new salespeople by providing post-sale Account Executive support.
- Effective Communication: Communicate regularly with AM Leadership peers and Directors regarding team needs, processing issues, efficiency suggestions, etc. Ensure communication is professional, appropriate and confidential as required, supporting both the employees and the needs of the organization.
- Developmental Duties: Participate in ongoing developmental opportunities as needed.
Desired Skills:- Teamwork and Organizational Skills: Strong teamwork, organizational, and multitasking skills.
- Analytical Thinking: Thorough analytical thinking, strong critical reasoning & effective problem-solving skills.
- Communication: Effective written and verbal communication with internal and external parties.
- Adaptability: Ability to adjust to changing priorities in a fast-paced environment.
- Time Management: Proven ability to effectively manage time, prioritize workload, and meet deadlines.
- Positive Attitude: Ability to consistently assume positive intent and convey a positive attitude at work.
- Confidentiality: Ability to maintain strict confidentiality.
- Technical Proficiency: Proficient in Microsoft Office programs (Word, Excel, Outlook, etc.).
Qualifications:- Management Experience: 1-3+ years of management or leadership experience strongly preferred.
- Education: Bachelor's degree or equivalent work experience strongly preferred but not required.
- Industry Experience: 1+ years of work experience in Group Benefits, Stop Loss, Ancillary, or TPA environment strongly preferred.
- Account Management Experience: 1+ years of account management or client service experience preferred.
- License: Arizona Life and Health license preferred.
- Certification: Certified Self-Funded Specialist Designation preferred
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
