Client Services Manager (Work Remotely Anywhere in the U.S.) Full Time

Summary:

Businessolver, a leader in benefits technology since 1998, offers the Client Services Manager (Work Remotely Anywhere in the U.S.) role. Founded by HR professionals, the company delivers a secure SaaS platform and service-oriented culture to maximize benefits program investment and engage employees with user-friendly solutions, aiming for complete client delight.

Responsibilities:

• Participate in client meetings including escalation discussions, when needed.
• Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items.
• Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed.
• Ensure team meets and/or exceeds daily work volumes and productivity metrics.
• Identify and communicate trends or areas of improvement (both client and role specific).
• Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly.
• Ensure quality assurance checks are happening across team deliverables.
• Collaborate with Directors, AVP’s and Client Services Leads on special projects.
• Point of escalation (from internal resources) for client deliverables for which their team is responsible for.
• Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits.
• Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion.
• Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks.
• Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks.
• Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed.
• Support transition of new clients from onboarding to onshore and offshore ongoing resources.
• Responsible for the execution and delivery of performance management & compensation process/routine across their Pod.
• Operate as a domain leader of one or more roles within the Team.
• Serve as a security contact for the business unit.
• Responsible for driving adoption and compliance with information security and privacy practices.
• Serve as a liaison with the information security team on security and privacy matters.

Requirements:

• 5-7 years of direct industry or equivalent experience.
• 3+ years team lead/management experience.
• Experience with: Delegation, Directing and Leading Change.
• Experience with: Managing quality and a Customer Service Mindset.
• Experience with: Fact based management and Strong Leadership Communication.
• Experience with: Driving Results with Urgency.
• Experience with: Team Building, Coaching & developing others.
• Experience with: Workload Prioritization and Management Across Large Projects and Teams.
• Experience in account management is strongly encouraged.

Benefits:

• If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/.
• This role is eligible to participate in the quarterly bonus incentive plan.