Client Service Manager

TELUS Health; Chicago (IL); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Comprehensive total rewards package

Flexible benefits plan

401K with company match

Vacation (min 3 weeks)

Growth & development opportunities

Job summary

TELUS Health (US) Benefits Administration and Operations seeks a Client Service Manager to sustain relationships with Defined Benefits clients and provide exemplary service. You will coordinate with sales, record-keeping, and operations to ensure client satisfaction and successful outcomes.

The role requires three+ years in relationship management or plan administration, with defined benefit knowledge and strong project management skills.

Qualifications

• Bachelor's degree or equivalent retirement industry work experience.
• Minimum of three years of relationship management or plan administration experience.
• Defined Benefit (DB) experience.
• Project Management experience.
• Knowledge and understanding of Pension Industry and competitive environment.

Responsibilities

• Client Relationship Management
• Maintain and enhance relationships with new and existing Defined Benefits (DB) clients
• Ensure client satisfaction through periodic meetings and discussions
• Collaborate closely with sales, record-keeping, and operations associates
• Participate in sales final presentations as needed
• Demonstrate proven excellent customer service skills and progressive probing skills
• Project Management & Delivery
• Participate in business-wide projects to drive successful outcomes
• Excel in CSM project delivery by implementing and maintaining robust project management practices, including:
• Timely status updates and progress reporting
• Documented communications with all stakeholders
• Clear milestone tracking and deliverable management
• Drive accountability through regular review sessions
• Proactively manage risks and maintain comprehensive project documentation
• Ensure seamless team collaboration and knowledge transfer through consistent documentation and communication standards

Skills

Communication

Leadership

Organization

Quality focus

Problem solving

Initiative

Adaptability

Flexibility

Education

Bachelor's degree or equivalent experience

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Join our team

TELUS Health (US) Benefits Administration and Operations brings specialized expertise and innovative solutions to benefits administration, data management, and comprehensive client support. Our purpose is to streamline complex benefits processes through sophisticated database management and technical excellence, allowing organizations to deliver seamless benefits experiences while we handle the intricate technical and administrative complexities.

We are a customer-first, collaboration-focused team that thrives on working together to solve complex challenges, putting our clients at the center of everything we do while actively fostering new ideas, new ways of thinking, and new ways of doing things. We embrace efficiency and process improvements through Six Sigma methodologies, always seeking innovation and continuous improvement in how we deliver exceptional service.

If you are seeking a fulfilling opportunity to leverage your skills while supporting our mission of providing exceptional client service in benefits administration and you want to be part of a team that values teamwork, innovation, and welcomes fresh perspectives from every team member, this role is perfect for you.

Here’s the impact you’ll make and what we’ll accomplish together.

The Client Service Manager is a professional position that requires the ability to work both independently and as part of a team. This role is responsible for maintaining and enhancing relationships with new and existing Defined Benefits (DB) clients, ensuring client satisfaction through periodic meetings and discussions. The Client Service Manager will collaborate closely with sales, record-keeping and operations associates, and will be required to participate in sales final presentations as needed. This role has overall responsibility for client relationships; record-keeping operations handles the day-to-day administration. This job is an exempt level position.

What You’ll Do

• Client Relationship Management
• Maintain and enhance relationships with new and existing Defined Benefits (DB) clients
• Ensure client satisfaction through periodic meetings and discussions
• Collaborate closely with sales, record-keeping, and operations associates
• Participate in sales final presentations as needed
• Demonstrate proven excellent customer service skills and progressive probing skills
• Project Management & Delivery
• Participate in business-wide projects to drive successful outcomes
• Excel in CSM project delivery by implementing and maintaining robust project management practices, including:
• • Timely status updates and progress reporting
  • Documented communications with all stakeholders
  • Clear milestone tracking and deliverable management
  • Drive accountability through regular review sessions
  • Proactively manage risks and maintain comprehensive project documentation
  • Ensure seamless team collaboration and knowledge transfer through consistent documentation and communication standards

You have…

• B.A. or B.S. degree required, or equivalent retirement industry work experience
• Minimum of three years of relationship management or plan administration experience
• Defined Benefit (DB) experience
• Project Management experience
• Knowledge and understanding of Pension Industry and competitive environment

What You Bring…

• Communication: Strong verbal and written communication skills
• Leadership: Strong leadership skills with ability to work independently and as a team player
• Organization: Proven prioritization and organizational skills
• Quality Focus: Strong commitment to timing and quality standards
• Problem-Solving: Ability to identify and facilitate issue resolution
• Initiative: Proven ability to take initiative and handle multiple tasks simultaneously
• Adaptability: Ability to react to change in a positive and productive manner
• Flexibility: Ability to handle other essential tasks as assigned

Nice to have

• Professional Designations: advanced degrees or retirement designations are a plus
• Advanced Leadership Training: Formal leadership development or management certification programs
• Industry Network: Established relationships within the US benefits and HR community
• Understanding of compliance requirements in benefits administration

Salary Range: $60,000 - $75,000 USD Annual

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise.

TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched 401K
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more…

Job Type: This is for a current vacancy

A Bit About Us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.