Manager, Client Service and Operations - Remote

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.

POSITION SUMMARY

Are you ready to step into a position that combines your leadership and collaboration skills, encourages you to think strategically, yet stay connected with your team.

Then this is the role for you!

This role is responsible for managing implementation outcomes and experience for one to two sales markets.

This includes day-to-day oversight of operational activities of a team of implementation managers within Client Operations who manage a book of business for new and renewing commercial clients.

The manager is responsible for well-developed partnerships with aligned sales office leadership and matrix partners with a shared goal of ensuring timely and quality client implementation outcomes.

This position includes development and execution of a strategy to achieve top results with the resources available to them based upon the needs of their market.

The manager will be expected to drive a strong culture of inclusion, trust, accountability, and collaboration that fosters growth and successful innovation and adaptation to change.

This position will also be responsible for the development of implementation managers of varying tenure and skillset.

This position will meet with clients and/or brokers to assist in resolving any escalated issues relative to the Implementation Process, including executive communications and project reporting

WHAT YOU'LL DO:


* Coach, mentor and support the development of a team of client operations job family roles.


* Drive service excellence on behalf of their individual book of business and business division; proactively support, supervise and oversee the team to ensure day-to-day core service deliverables are met and contributes to the strategic planning for client renewal and retention strategies.


* Serve as a point of escalation for the team on issues of service breakdown or operational concern; act as a liaison to the various internal partners to ensure efficient, effective resolution; provide proactive consultation related to service opportunities.

Identify and champion process improvement initiatives when applicable to support client growth and retention.


* Translate broad theories and strategies into clear, actionable objectives; champion cross functional initiatives; communicate progress and key milestones to appropriate internal partners and key divisional business leaders.


* Work with team members to ensure we secure client renewals and improve business financial position.


* Utilizing the tools from the Management Operating System, provide Sales and Implementation leadership with status of team deliverables, client escalations and process opportunities.


* Ensure availability of staff to accommodate business need (addressing backfills and training timely, managing vacation calendars, ...