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Company Name : Clarity Benefit Solutions
Location : Clark, NJ 07066
Position : Manager, Client Services
Job Description : At Clarity, our mission is to deliver quality services by embracing Technology, Innovation and Sincerity and adopting a Simply Smarter approach for service delivery. The Client Service Manager is responsible for managing the Client Service department. The Manager will directly manage a team of Client Relationship Managers and Client Service Specialists and provide coaching, training, and mentoring to ensure each one establishes and maintains profitable relationships with Clients and Partners on behalf of Clarity Benefit Solutions. The Manager will achieve this by setting and maintaining standards of quality client service, review and develop department policies and standard operating procedures to improve client and partner satisfaction. The Manager will be responsible for meeting or exceeding key performance indicators in the Client Service department. The Manager will serve as an essential part of providing leadership support and guidance to the team by discussing procedural and product knowledge, areas needing improvement and by identifying areas of success. This process will assist each Client Services Team Member in taking complete responsibility for the Client experience with Clarity’s products and services, which includes education of technological communication tools and use of basic service techniques. The company expects that the Manager will do this with the highest level of professionalism and integrity.The Manager must have a complete understanding of Clarity’s service standards, policies and procedures and be willing to respond to Client escalations in a prompt, accurate and professional manner. The Manager will be instrumental in assisting the VP of Service by providing feedback on staff performance, client issues, business reporting and actions to be taken to improve department and maintain service success.As a part of Clarity, you are responsible for supporting the company vision and mission. Participate as a team player by always supporting the business objectives. Contribute to a work environment that fosters pride in being part of a winning team and promotes personal / professional growth. You are in a strong position to influence their satisfaction and our company prosperity. This position demands professionalism, confidentiality, and pride.REPORTING STRUCTURE & WORK SETTINGThis position typically resides at Company headquarters and reports to the VP, Service; however, with the expansion of the company to the west coast, this position can also reside in the Phoenix, AZ metropolitan area. The nature of the work entails that candidate significantly collaborate and work closely with other team members and includes cross-functional departments as well as participants and clients. At times, candidates may also receive direction from more senior management staff.PRIMARY JOB RESPONSIBILITIESNote: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Candidates may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the candidate’s performance objectives as outlined by the candidate’s leader.With a proactive approach and acting as a client advocate for best practices, manages all aspects of service and works to ensure client and participant satisfaction with Clarity’s products and services.Lead a team of client-facing employees responsible for best-in-class service experience and delivery.Collaborate with Sales to support on finalists, reviewing complex plan design to ensure system and process capabilities to deliver services sold. Conduct presentations (including onsite when appropriate), webinars and conference calls during the implementation phase.Identify areas for process improvements to maximize the client and team member experience. Establish and be an advocate for change management to create a culture of continuous improvement for efficiency.Partner with Sales, Client Engagement, and Participant Services to collaborate on enhancing the service experience for clients and their employees. Work closely with internal departments (Sales, Participant Services, IT, and Finance) to ensure client-specific requirements are understood and executed through Service delivery.Demonstrate the ability to execute the Clarity mission leveraging Technology and Innovation to deliver quality service to our clients and participants. Challenge the status quo, thinking Simply Smarter by approaching services as efficiently as possible.Using Clarity technology platforms, research and analyze data to proactively identify potential areas of risk or opportunity for improvement to enhance the overall client experience, with a focus on enhancing service during implementation and renewal.Establish and provide timely ongoing status reports for senior leadership. Reporting should provide clear understanding of service level metrics, quality monitoring results, escalation management, performance management, and workforce management for the team.Analyze key service metrics to assess the team’s performance; recognize trends and lead efforts to maximize productivity leveraging resources and technology.Serve as point of escalation to resolve client issues. Provide timely action plans and ensure we deliver on commitments made to resolve to build trust.Collaborate with direct reports to drive their personal and our organization’s success; performance management including communicating company and departmental goals at leadership’s direction; professional development, coaching, mentoring, employee recognition and performance improvements when needed.Identify and apply Key Performance Indicators (KPIs) to measure performance success of each team member. Coach, train, and mentor staff to meet internal goals and exceed service expectations.Key contributor to company strategic initiatives; collaborate with other departments for timely execution of projects.Establish and review regularly Salesforce dashboard reporting to identify clients at risk during implementation and renewals.Identify and establish continuing education for direct reports. Identify areas of learning opportunity for the team to increase bench strength with respect to products, platforms and processes. Develop and maintain product, process and platform knowledge. Attend and conduct internal and external training sessions. Assist other specialists and act as a SME to others, when needed.Continually build knowledge and capabilities within the benefits industry and stays informed of regulatory updates and changes. Assists in communicating and training other team members, when needed.Responsible for hiring process and performance management by identifying KPIs needed for team success.Review/approve PTO requests and approve team timecards.Cultivate and understand client relationships to provide high-quality service experiences. Actively participate in the workflow management to improve productivity, product and administration knowledge to affect service.ESSENTIAL KNOWLEDGE, SKILLS & ABILITIESEducation:Knowledge of business and technology or a closely related field as normally obtained through the completion of a bachelor’s degree in a business or technology related major or equivalent demonstrated work experience.Work or Related Experience:The ability and skill to effectively lead high-performing client service teams. Demonstrated ability to motivate teams for performance excellence, effective workflow management, meeting deliverables as normally obtained through a minimum of 5 years’ experience in leading teams preferably in the employee benefit administration industry. ERISA, COBRA and benefit administration knowledge, understanding COBRA and Direct Billing concepts, ability to assist and equip others to efficiently solve complex problems, strong customer service orientation required.Specialized Knowledge, Skills & Abilities:Requires excellent people leadership skills. Exceptional organizational and time management skills, attention to detail, analytical skills, problem resolution and high commitment to client satisfaction are essential.Lead and manage the team to achieve individual, team and company goals.Provide appropriate direction, coaching and feedback to maximize individual and team performance results.Proactively track and drive open prioritized issue logs to completion, managing internal and external resources to meet all deadlines and resolve issues that arise.Continuously refine and improve processes.Develop and maintain quality assurance processes.Identify and drive tactical initiatives to improve productivity, client satisfaction, process improvements, etc.Excellent communication skills, written and verbal, professionalism, and ability to work with all levels in the organization as well as the client’s/broker’s/partner’s organization are required. Requires self-confidence and the ability to work independently with minimal supervision and direction.Exhibits a positive attitude and demonstration of flexibility in meeting customer needs.Knowledge and expertise in or the ability to rapidly learn the Company’s products and services is required.Exceptional organizational skills are required to meet timelines with a demonstrated ability to effectively coordinate, plan, monitor and manage projects as described.Ability to manage and communicate client and system escalations timely, when appropriate is desired.TRAVEL REQUIREMENTS & CONDITIONSMinimal travel to attend training or company meetings may be required.Job Type: Full-timePay: $95,000.00 – $100,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceDisability insuranceEmployee assistance programFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offParental leaveTuition reimbursementVision insuranceSchedule:8 hour shiftMonday to FridayEducation:Bachelor’s (Preferred)Experience:Customer service: 5 years (Preferred)Work Location: One location
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