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
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What We Do
Navia is a national, consumer-directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology.
Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.
