Senior Manager, Client Services (Hybrid/Remote)

Navia Benefit Solutions, Inc.; Renton (WA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary range

Health benefits

Wellness benefits

Life Insurance

Long-Term Disability Insurance

Paid time off

Holidays and floating holidays

Work from home / hybrid schedules

Job summary

Navia Benefit Solutions, Inc. is seeking a Senior Manager to lead the Client Services department and drive performance across our client base.

This role focuses on ensuring exceptional service delivery, proactive relationship management, and ongoing process improvements to support growth. You will mentor Team Managers, oversee staffing and organizational structure, and partner with senior leadership to align policies with strategic objectives while delivering outstanding client satisfaction and

Qualifications

• 5-8+ years in Benefit Administration, Client Services or related operational leadership roles.
• 3-5 years of people leadership experience, including coaching, performance management, and leading teams.
• Demonstrated success improving processes, managing escalations, and driving operational scale.
• Strong analytical and critical-thinking skills, with ability to interpret data and use insights to guide decisions.
• Excellent communication skills; able to influence, lead, and collaborate cross-functionally.
• Proven ability to create and refine policies, workflows, and training programs.
• Highly collaborative, organized, and comfortable operating in a fast-paced environment.

Responsibilities

• Lead, coach, mentor, and develop Team Managers to drive employee performance, engagement, retention, accountability, and professional growth.
• Oversee departmental staffing, workforce planning, succession planning, recruiting, and organizational structure to support business objectives and future growth.
• Manage performance of direct reports through coaching, performance evaluations, career development planning, recognition, and corrective action as needed.
• Serve as the primary escalation point for complex clients, brokers, and internal issues, ensuring timely resolution and fostering strong business relationships.
• Develop, implement, and maintain departmental policies, procedures, service standards, and training programs that support operational consistency, compliance, scalability, and service excellence.
• Monitor departmental performance metrics, quality standards, service levels, and client feedback to identify trends and drive continuous improvement.
• Lead process improvement initiatives by evaluating workflows, implementing efficiencies, and enhancing the client and employee experience.
• Provide strategic oversight of client onboarding, plan implementation, renewals, quality assurance activities, and ongoing administration for complex or high-profile client groups.
• Collaborate with cross-functional teams and senior leadership to support organizational initiatives, recommend operational improvements, and lead special projects as assigned.

Skills

Leadership

Coaching

Performance Mgmt

Data analysis

Communication

Policy development

Cross-functional

Job description

Navia Benefit Solutions, Inc. is seeking a Senior Manager to lead the Client Services department and drive performance across our client base.

This role focuses on ensuring exceptional service delivery, proactive relationship management, and ongoing process improvements to support growth. You will mentor Team Managers, oversee staffing and organizational structure, and partner with senior leadership to align policies with strategic objectives while delivering outstanding client satisfaction and