Client Service Manager, Employee Benefits

Employee Benefits Client Service Manager

The Employee Benefits Client Service Manager oversees the functions of an Employee Benefits Account Management team. This is a leadership and supervisory position that manages processes, training, and collaboration amongst Employee Benefits service staff as well as operational sales support and client related services. This position will also assume the duties and responsibilities of an Account Manager or Account Executive to service a book of business.

The Client Service Manager provides support by knowing all the processes, steps, and tasks performed by their team members so they can coach, train, and manage performance.

Duties & Responsibilities

• Manages a team of employee benefits service staff.
• Executes product, service, and technical training programs, sets departmental expectations, standards, policies and procedures, and periodically audits/reviews standards to provide personnel coaching or feedback management.
• Uses data provided by the EB Practice Leader and Client Service Director to monitor process performance against targets, identify training gaps and opportunities, measure and monitor KPIs, and drive performance discussions during biweekly one-on-ones.
• Works with the Client Service Director to identify, develop, and execute regional and national initiatives through project management activities and coordination of resources.
• Identifies and addresses waste and problems in workflows that are major contributors to performance issues in delivering against process targets (Plan-Do-Check-Act).
• Assesses and adjusts workload amongst the department, professionally communicating with direct reports their assignments; coordinates team schedules and re-appropriates workloads for absences.
• Facilitates reoccurring one-on-one meetings and rapid problem solving in a way that engages staff while delivering expected process performance.
• Conducts team meetings to update members on best practices, continuing expectations, assignments, and responsibilities clearly and professionally.
• Conducts annual performance reviews for all direct reports and provides ongoing development and improvement feedback to enhance productivity.
• Champions communication of goals, vision, and procedures developed by HUB leadership teams.
• Consults frequently with and remains open to new ideas from team members.
• Fosters a positive and mutually supportive working environment to provide the best possible client service and producer support.
• Develops and shares comprehensive analysis of team performance based on goals, objectives, and deadlines with HUB leadership.
• Ensures Best Practices for High Performance Team (HPT) meetings are followed and effective.
• Stays current on new and existing HUB resources and specialty practices, carrier updates, and state and federal regulations; develops and manages team implementation strategy in tandem with the assigned producer and/or HUB leadership.
• Ensures team adoption of best practices for leveraging standard technology platforms and tools.
• Actively communicates with or visits prominent EB clients on a planned periodic basis to determine level of satisfaction and any additional service needs.
• Identifies opportunities for cross-sell and up-sell of other HUB products and services when appropriate for clients' needs; documents other insurance products and services clients are purchasing through other providers and identifies those providers.
• Interfaces with Producers, Local COOs, and Account Management teams on process handoffs and service exceptions.
• Supports a book of business with duties and responsibilities similar to service staff, including:
• Works closely with Producers and other HUB personnel on all aspects of client service, marketing, and renewal while adhering to HUB's best practices and standard procedures.
• Acquires an understanding of clients' business and insurance objectives and critically analyzes and compares insurance plans to determine suitability.
• Establishes and maintains strong business relationships with clients and insurance carriers.
• Serves as the client's point of contact for day-to-day eligibility, claims, billing, and benefit administration inquiries; acts as liaison between clients and insurance carriers to resolve service issues.
• Attends and participates in Central & Northern California's ECM meetings.
• Maintains accurate and organized account files by appropriately documenting conversations with clients and carrier representatives; updates all HUB computer systems and automated agency management systems; ensures the accuracy of data.
• Seeks continued knowledge and stays abreast of changes in the insurance industry and other external conditions that may impact clients; makes appropriate recommendations to clients in response to those changes; attends industry-related continuing education training and courses.
• Performs other duties and projects as assigned.

Key Performance Indicators

• Account Retention Retention rate is the inverse of Current Year Lost Recurring C&F Revenue divided by Adjusted Prior Year C&F Revenue.
• Organic Earnings Growth Organic Earnings Growth is the percentage difference between Adjusted Prior Year Results and Adjust Current Year Results.
• Productivity Ratio Productivity (or comp-ratio) reflects the productivity of staff on a book of business. Contributing factors: Revenue on the Book of Business, Producer Compensation, Service Staff Compensation, ResourcePro or other outsourcing, Taxes & Benefit load.
• Biweekly one on ones with direct reports
• Critical Path Attendance
• Annual Non-Retirement Staff Turnover Turnover is the number of employees who left divided by the total number of employees at the beginning of the measurement period.

Qualifications

• High School Diploma / GED; College degree strongly preferred
• 5-7 years of benefit insurance related experience (brokerage preferred) or equivalent combination of education & experience
• 2+ years supervisory or management experience
• Life & Health License

Knowledge / Skills / Abilities

• Ability to assertively direct and supervise staff; including but not limited to responsiveness to staff needs, and personnel issues, and provide consistent/fair evaluation.
• Ability to effectively and professionally communicate orally and in writing with internal and external customers.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Critical Thinking: Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Desire to learn and grow within the insurance industry.
• Ability to respond to customer needs, solicit customer feedback to improve service, and handle difficult or emotional customer situations promptly and accurately.
• Confidence and demeanor to effectively interact with all levels within the organization.
• Ability to develop and maintain strong client relationships; work effectively with insurance and service vendors to gain cooperation in meeting clients' needs.
• Ability to effectively work with a team and coach others in developing their skills and abilities.
• Ability to efficiently gather pertinent information and facts, analyze and solve problems timely and thoroughly.
• Problem Solving: Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.
• Ability to prioritize and organize multiple tasks and responsibilities in order to complete assignments on time and with optimal accuracy.
• Computer skills: proficiency with Microsoft Office Suite, Outlook, and agency management systems.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Leadership Capabilities

• Identifies and resolves strategic challenges.
• Prioritizes attracting and developing diverse talent.
• Uses knowledge of market, industry, and company trends to set priorities.
• Offers suggestions to reduce costs, improve quality or revenue.
• Guides others in preparing and responding to change while adjusting for varying demands.
• Proactively helps and involves others.
• Creates an environment with open and direct and respectful communication.

Working Conditions and Physical Demands

• This position primarily involves remaining in a stationary position for the majority of the workday.
• The person in this position frequently communicates with colleagues and clients both in person and on the telephone; Must be able to communicate and exchange accurate information.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Why Choose HUB?

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