Sr. Client Service Manager / Director, Client Service Management

Job Summary

Required Qualifications

• •BS or BA
• •5 - 7 years of Health and Welfare benefits administration, outsourcing administration with client interaction
• •Effective organizational, time management, facilitation and prioritization skills
• •Proficient leadership skills consistently demonstrating the ability to get things done
• •Ability to influence, negotiate and complete strategies with internal and external customers
• •Strong and effective communication skills
• •Demonstrated ability to balance customer service with the ability to perform high level cost, risk and benefit analysis without compromising quality customer service
• •Strong proficiency with Microsoft Office products
• •Must lead productivity improvements associated with servicing the assigned relationships
• •Provide mentor support for new CSMs
• •Participate in process improvement initiatives
• •Proactively reviewing client administration quality, accuracy, and optimal efficiency of their client's administration and execution of appropriate corrective action and/or continuous efficiency improvement
• •Accountable for management of administration to perform to standards or performance guarantees
• •Raising and actively participating in the resolution of service issues
• •Managing quality of the service by leading and managing the performance of the HW virtual team to ensure the service meets the client's needs
• •Accountable for ensuring plan documentation is maintained accurately and is signed off by the client
• •Delivering timely training or communication to business partners
• •Understanding the objectives and initiatives related to client projects and works with the organization to ensure that project resources are allocated
• •Ensuring that all HW products and services are presented to client in a timely manner
• •Work with the Product Team and Relationship Management as required during product rollout and maintenance phases
• •Oversight of the Annual Enrollment process each year which includes kick-off and post-project presentations, discovery, and consulting on best practices to introduce new plan design, testing, and approving the various communication pieces prepared for the client
• •Preparing and delivering recordkeeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews
• •Supporting the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s)
• •Knowing and understanding the assigned client(s) contract, specific to the HW Statement of Work for services administered
• •Must be able to lift 50 lbs

Desired Qualifications

• •MBA
• •CEBS Certification
• •Deep knowledge of Health and Welfare plan provisions, regulatory, compliance and client provisional nuances
• •Ability to develop and maintain strong influential business relationships with key staff at the client and with internal team members
• •Ensure high quality and timely delivery of record keeping services
• •Developing and managing the relationship between the client and Fidelity Health Care service (Health and Welfare and Health Savings Accounts) to ensure the client recognizes the quality of service being provided on a regular basis creating referenceable clients
• •Accountable for management of administration to perform to standards or performance guarantees
• •Managing quality of the service by leading and managing the performance of the HW virtual team to ensure the service meets the client's needs
• •Accountable for ensuring plan documentation is maintained accurately and is signed off by the client
• •Delivering timely training or communication to business partners
• •Understanding the objectives and initiatives related to client projects and works with the organization to ensure that project resources are allocated
• •Ensuring that all HW products and services are presented to client in a timely manner
• •Work with the Product Team and Relationship Management as required during product rollout and maintenance phases
• •Oversight of the Annual Enrollment process each year which includes kick-off and post-project presentations, discovery, and consulting on best practices to introduce new plan design, testing, and approving the various communication pieces prepared for the client
• •Preparing and delivering recordkeeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews
• •Supporting the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s)
• •Knowing and understanding the assigned client(s) contract, specific to the HW Statement of Work for services administered