Client Service Manager

JOB SUMMARY

The Client Service Manager is accountable for the client satisfaction, relationship and resources for aligned clients. A typical client alignment consists of a group of clients with various degrees of size and complexity. The Client Service Manager is accountable for all aspects of benefits administration delivery for their clients both internally and externally to clients. The Client Service Manager is responsible for the financial success of aligned clients in support of the Client Service Group financial goals. From a people management perspective, the Client Service Manager directly manages aligned Business Analysts. The Client Service Manager role requires a strong Project Management background.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build and manage trusted client partnership; manage client satisfaction
• Create and manage client Open Items List, Project Plan, Open Enrollment, and all other one-time projects
• Ensure the appropriate integration between the administrative and Shared Services teams (COBRA, BPSS, Service Center)
• Ensure the quality delivery of all services as per the client’s Statement of Work
• Manage and is accountable for client Profit & Loss results
• Work with Director to ensure the accurate recognition and collection of Out-of-Scope revenue and upsell opportunities in support of meeting the Client Service Group’s revenue targets
• Manage client resource needs and escalate staffing shortages to the Director
• Directly manage aligned Business Analysts and is accountable for the performance, growth, and engagement of aligned resources; leverage aligned resources to generate results
• Collaborates with BSM to hold aligned resources accountable for behaviors that support Empyrean’s policies and procedures
• Build and manage trusted client partnership; manage clients satisfaction in conjunction with the implementation manager
• Manage and coordinate the Client Team Business Analyst resources aligned to an implementation project
• Responsible for ensuring that the testing of all new functionality, including creation of test plans, test population identification and execution of test plans are completed successfully by the aligned resource team
• Review and ensure that the client specific processing guides are available by the go live date
• Coordinate with the finance department on all financial set up and administration for the client

NONESSENTIAL DUTIES AND RESPONSIBILITIES

• Participate in Business Development Activities, including but not limited to client demos, site visits, and RFP information collection
• Participate in prospective employee interviews and work closely with HR on recruiting efforts

REQUIRED SKILLS AND ABILITIES  

• Excellent customer focus/service orientation
• Excellent written and verbal communication skills
• Strong MS Office suite skills
• Continuous improvement and team work mindset
• Able to effectively estimate, negotiate, acquire, and manage resources, including people and budgets
• Proven ability to establish the critical path in the most complex client situations and able to manage to it in order to meet deadlines
• Proactive in working and resolving conflicts among team members
• Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
• Proficient in coaching others
• People-first mindset
• Be helpful/supportive/collaborative
• Be flexible and maintain a work-life balance – know how to prioritize your work for maximum impact
• Be dedicated to continuous learning and proactive skill acquisition
• Problem-solving mindset

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

• Bachelor’s degree preferred but not required
  • In lieu of Bachelor’s degree, equivalent years of experience in business analytics, management information systems, human resources management, benefits administration or a related field
• 2+ years of project management experience managing multifaceted projects and teams, including on-site and virtual management.
• Previous benefits administration and client consulting experience 
• Advanced knowledge of benefits administration, including products and services, operations, and delivery.
• Knowledge of general system environment, process flow, requirements gathering and documentation, and translation of requirements to JIRA tickets for Business Systems Analysts
• Regulatory and legislative knowledge in aligned service area (Health & Welfare).
• Basic knowledge of overall financial management.
• Understanding of benefits outsourcing systems and application platform.
• Excellent knowledge of project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes
• Able to effectively estimate, negotiate, acquire, and manage resources, including people and budgets
• Proven ability to establish the critical path in the most complex client situations and able to manage to it in order to meet deadlines
• Proactive in working and resolving conflicts among team members
• Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
• JIRA or other project/ticket/resource management software experience

OTHER REQUIREMENTS

• Ability to travel on as needed basis (up to 10%)
• Must be available outside of core business hours on as needed basis

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time