Director, Client Service Management

Job Description:

Role

The Client Services Manager (CSM) demonstrates strong client consulting skills and deep knowledge of Health and Welfare plan provisions, regulatory, compliance and client provisional nuances. Under minimal direction, the CSM serves as the recordkeeping services plan expert and primary communication point for clients regarding their Health and Welfare record keeping services, including client and participant user interfaces.

Expertise and Skills you Bring

• BS or BA required; MBA preferred
• CEBS Certification desired
• 5 - 7 years of Health and Welfare benefits administration, outsourcing administration, or relevant experience
• 8 - 10 years of experience with client interaction
• Proficient leadership skills (i.e., consistently demonstrates the ability to get things done; taking initiative to identify service enhancements or process improvements; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issue(s), identifying solution(s) and determining and acting on the best solution in a timely manner)
• Ability to influence, negotiate and execute strategies with internal and external customers
• Strong and effective communication skills
• Demonstrated ability to balance customer service with sound business judgment; the ability to perform high level cost, risk and benefit analysis without compromising quality customer service
• Effective organizational, time management, facilitation and prioritization skills
• Strong personal computing skills, including proficiency with Microsoft Office products (including, but not limited to, Word, Excel, Access, Project, One Note and PowerPoint)
• 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.
• 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.
• Escalating 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 project each year, which includes kick-off and post-project presentations, discovery requirements, validation of the annual enrollment windows, consulting on best practices for introducing new plan design, testing, and approving the various communication pieces prepared for the client during the entire project.
• 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.
• CSMs will be assigned multiple client relationships of varying complexity and is expected to develop and maintain the following:
• Strong influential business relationships with key staff at the client, and with internal team members.
• Ensuring high quality and timely delivery of record keeping services.
• Must balance meeting customer service needs with sound business judgment.
• Must lead productivity improvements associated with servicing the assigned relationships.
• Fully satisfying and creating/maintaining referenceable clients.