Sr. Director Client Services
Looking for a transformational change leaders who are passionate about creating teams that deliver effortless and outstanding client service!
If you a dynamic leader who loves developing and executing on a strategic vision, and are an inspirational leader who can motivate teams to deliver excellence, please read further.
In this position you will support and assist in the formulation of the overall strategy for servicing and supporting your assigned market segment within a Service Center Region. Responsible for the direct management and support of several service teams within a defined market segment. Ensures performance results across a variety of metrics and measures, including NPS, client retention, productivity and associate engagement. Drives associate development and performance through the direct management of the service teams and service managers.
Engages in the direct support, guidance, and development of assigned direct reports. Leverages the available analytics, client feedback and associate input to create a superior experience for clients and associates. Uses experience, as well as anecdotal and empirical data, to recommend initiatives to improve the service experience. Continuously reviews the quality and productivity results by individual, team and market segment. Reviews performance on a daily basis, coaching where improvement is needed and providing recognition as appropriate.
The success of this position is measured by the quality, client retention, productivity and associate advancement and retention results for the assigned client base and direct reporting teams. Reports directly to the VP of Client Service and coordinates efforts with peers supporting adjacent market segments.
q5+ years of directly related experience in a high volume client service or implementation environment with at least 3years of direct leadership experience.
qInspirational leadership with a passion for assessing, hiring, developing and retaining talent
qBachelor's Degree or its equivalent in education and experiencewith a Major Area of Concentration
qCritical Thinking with a Curious Nature
qBusiness Transformation and Change Management
qNavigating and managing matrix relationships
qLeverages data to make strategic business decisions
qSuccessful Relationship Building and influencing ability at all levels
qPrior service center leadership is highly preferred.
qUnderstanding of payroll, time, HR and specialty products preferred
qSix Sigma, PMP, SHRM or CPP certification
Please answer the questions listed below and email them back to me with your updated resume to Referrals are welcome!
1. What is your current base salary?
2. Do you have 5 plus years of High Volume Client/Call Center experience?
3. Do you have 3 years of Direct Leadership Experience? Explain
4. Are you open to relocation?