Client Services Team Manager

Navia Benefit Solutions; Overland Park (KS); Remote; USD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Client Services Team Manager to lead their team in delivering exceptional service to clients and brokers. This role involves managing operations, coaching team members, and ensuring compliance with industry regulations. You will be responsible for enhancing client relationships and driving performance through effective management practices. If you thrive in a collaborative environment and are passionate about client satisfaction, this is an exciting opportunity to make a significant impact in a forward-thinking organization.

Qualifications

• 3-5 years in benefits administration or employee benefits industry preferred.
• Strong written and verbal communication skills are essential.

Responsibilities

• Oversee daily operations of the Client Services team and ensure client satisfaction.
• Provide coaching and feedback to improve team performance and client satisfaction.

Skills

Client Relationship Management

Coaching and Development

Performance Management

Process Improvement

Communication Skills

Team Collaboration

Problem Solving

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Adobe

Job description

Position Summary

The Client Services Team Manager is responsible for overseeing the daily operations of a Client Services team, ensuring client and broker satisfaction, and managing the deliverables, goals, and overall performance of their team members. They are accountable for coaching and development, employee engagement, and client retention.

Essential Functions

• Managing Operations: Oversees a team of Client Service Managers to ensure efficiency and high-quality service, including hiring, training, and supervising team members to create high performing teams.

• Coaching and Development: Provides ongoing and consistent feedback to develop skills and improve performance, including Quality Assurance processes and regular coaching sessions to improve Client Satisfaction.

• Client Relationship Management: Handles client inquiries, complaints, and feedback to improve service standards, acting as a point of escalation for clients/brokers and internal Navia teams. Proactively maintains close relationships with clients and brokers, educating them on opportunities to further develop the partnership to address client challenges.

• Performance Management: Accountable for hitting goals and targets by evaluating performance, conducting reviews, handling promotions or disciplinary action. Reports team performance and action plans to improve based on gaps identified in data analysis.

• Change Management: Communicates priorities and updates to the team through regular team and individual meetings, acting as a change champion for the department.

• Process Improvement: Reports technical issues, identifies opportunities for process improvements, and contributes ideas for enhancing efficiency and effectiveness. Documents enhancements to processes to ensure scalability.

• Collaboration: Collaborate with partners cross-functionally to ensure a seamless and cohesive experience for clients.

• Compliance: Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility and renewals as needed

• Other duties as assigned.

Management Requirements

• Reliable, with a willingness to work outside scheduled work hours as needed, especially during peak season.

• Comfortable providing constructive feedback and administering disciplinary action

• Strong written and verbal communication skills. Ability to adapt personal communication style to fit the needs of the team.

• Ability to work collaboratively in a team environment.

• Ability to make decisions independently and take initiative to solve problems.

• 3-5 years of experience in benefits administration or employee benefits industry experience preferred.

• 3-5 years of direct client management experience preferred.

General Requirements

• Basic computer skills and knowledge of Microsoft Word, Excel, Outlook, and Adobe.

• Excellent customer service skills, professionalism, and critical thinking skills.

• Excellent work attitude, adaptability, and multi-tasking abilities.

• Ability to travel as needed for client and employee meetings/benefit fairs.

This has the potential to be a remote position

Please visit our career page and apply directly: www.naviabenefits.com/workatnavia

Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA