Location: Chicago,IL, USA
We are looking for a Client Services Leader to develop our team and delight our clients! If your goal is to promote and live a growth attitude while infusing quality into our client operations, this is the job for you!
The Gig:
* Create a culture of operational excellence through developing and managing the client services team through a strong focus on quality, client delight and professional development.
* Developing and implementing strategies for improving client satisfaction and retention.
* Building strong relationships with key clients and stakeholders
* Identifying new business opportunities and developing strategies for expanding the company's client base.
* Responsible for the delivery & strategy of department's books of business during Annual Enrollment & daily client activity, needs and performance.
* Responsible for managing client services department consisting of multiple books of business and workstreams to ensure successful execution of client delight.
* Support and execute a process framework for operational efforts necessary to instill predictability and discipline across the department, including but not limited to, delivery of key initiatives, escalation plans, & process improvement to delight clients.
* Accountable for driving employee engagement by setting clear departmental expectations, reward and recognition, and professional development that enables employees to grow within the organization.
* Collaborate with other departments within the company to ensure that client needs are being met across all areas of the business.
* Employ analytical and creative thinking to improve overall operational, regulatory, quality, and organizational performance.
* Support book of business leaders in cross-sell & upsell opportunities with clients, developing and maintaining relationships with brokers, as well as partnering with the sales team on prospect visits and finalist meetings.
* Create, manage, and track goals/key performance objectives for all departments and teams.
* Increase organizational effectiveness that enables scaling during a time of rapid growth.
* Responsible for department delivery of enviable performance against contractual SLA's to clients.
* Responsible for building strategic framework across the department to support product enhancements, innovation initiatives, and cross-team innovation to drive client delight.
* Responsible for understanding department's capacity & resource needs to support financial business decisions.
What you need to be considered:
* Undergraduate degree required. Master's degree in business administration preferred
* 20+ years of industry experience
* 10+ years of team leading experience
* Excellent presentation and facilitation skills
The pay range for this position is $125K to $215K per year (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).
This role is eligible to participate in the annual bonus incentive plan.