Job requirementsJob Description Summary
As a Portfolio Director you will lead a high-performing, cross-functional portfolio team, driving client satisfaction, revenue growth, and operational excellence. This role carries full P&L accountability and requires guiding strategic execution across both implementation and ongoing service delivery. The Portfolio Director will directly manage Associate Directors and Coordinators, providing mentorship and fostering strong team performance. Additionally, this role will focus on building and maintaining client relationships, overseeing contract negotiations, and ensuring long-term retention through exceptional service and commercial development.
What you'll be doingKey Account Management: - Lead client account management and commercial activities within the portfolio, focusing on client retention and revenue growth. This includes participating in the sales process when appropriate.
- Participate in client contract negotiation/LOI process during sale and lead contract negotiation process during renewal, including SLA/KPI targets and financial penalties. Note that the Commercial team may be engaged when required. Ensure for new sales that work begins at the appropriate time in the sales lifecycle.
- When SLAs are missed, ensure terms of contract are used when paying penalties
- Develop and manage accurate revenue forecasts, ensuring compliance with protocols and financial targets established by the COO/CFO
- Oversee the financial management of client accounts, including work-in-progress (WIP), billing, and cash collection, in accordance with internal policies
- Own overall client health, including renewals and changes in scope
Client Relationship Management:- Develop and maintain strong relationships with key clients, driving client satisfaction and long-term engagement with Aptia's solutions
- Assess client needs and capitalize on opportunities to provide additional services and enhance the overall value of client accounts
- Monitor client health across portfolio, identify areas of risk and develop and implement targeted action plans for at-risk clients to strengthen engagement and drive retention
- Enable clients across the portfolio to make smarter and better decisions through analytics
- Oversee all major client communications, working between US Communications Lead and portfolio team member to ensure appropriate and timely communication is provided.
- Lead discussions on reporting, transparency, and risk management with clients, in partnership with the Client Delivery team.
- Proactively identify trends across the portfolio to strengthen and enhance client health.
Operational Excellence and Governance:- Own and manage the delivery organization for the portfolio, from requirements to implementation and enrollment to reporting & analytics
- Partner with the VP of Operations to enhance profitability within the portfolio by consistently improving client service delivery and monitoring utilization
- Act as the primary escalation point for Associate Director, Client Managers and Coordinators regarding client project delivery, ensuring timely resolution of issues
- Oversee adherence of client operations to established client service level agreements (SLAs)
- Ensure Management Routines are established and adhered to
- Collaborate with cross functional teams to adopt process improvement initiatives for product or service development within the portfolio
- Cultivate a culture of customer service orientation that prioritizes client needs and empowers employees to deliver exceptional service
- Drive a customer-centric culture in the portfolio and collaborate with the Contact Center teams to deliver strong client and member satisfactions
Team Management:- Forecast staffing needs, recruitment plans, and resource allocation to support client delivery within the allocated budget
- Conduct performance evaluations and provide constructive feedback to direct reports and input into indirect reports as appropriate
- Provide training, coaching, and mentoring opportunities to enhance team capabilities and support professional development needs
- Develop and implement developmental plans to shape future leaders, guiding them towards their next roles and career growth
- Foster a positive and inclusive work environment by instilling a culture of teamwork, collaboration, and open communication
- Drive knowledge sharing across portfolios to improve quality, enhance colleague engagement and retention
What we're looking for- Bachelor's degree in business administration or any related field
- 8+ years' experience in client management roles, preferably in H&B Benefits Administration or similar environments
- Operations Management & Project Governance
- Financial Acumen, Forecasting & Budgeting
- Stakeholder Management & Executive Communication
- Data Analytics, Reporting & Root Cause Analysis
- Risk Assessment & Service Quality Assurance
- Negotiation & Upselling
- Health & Benefits Knowledge (FMLA, HIPAA, COBRA, ACA/ERISA/IRS)
- Tools: HR Command Center, Certifi, Microsoft Dynamics, Excel, PowerPoint, ServiceNow (or similar)
- Intellectual Curiosity & Willingness to Learn
- Understanding of AI prompts and general knowledge of emerging technologies
- Familiarity with data concepts, including relational databases, data flow, and conversion strategies
How to applyIf you are interested in this role, then we'd love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.
