Participant Service Team Manager

Participant Services Team Manager

The Participant Services Team Manager is responsible for overseeing the daily operations of a Customer Service team. The manager is accountable for hitting performance goals through coaching and development, employee engagement, and fostering a culture of continuous improvement. The manager is accountable for delivering a high level of service to participants and ensuring team members adhere to Navia's policies, procedures, and best practices efficiently deliver service.

Essential Functions

Managing Operations : Oversees a team of Participant Advocates (CSRs) to ensure efficiency and high-quality service, including hiring, training, and supervising team members to create high performing teams and ensure Service Levels are met.

Coaching and Development : Provides ongoing and consistent feedback to develop skills and improve performance of team members, including clearly communicating expectations, setting specific performance goals, and conducting regular individual meetings and coaching sessions to coach, mentor, and motivate employees.

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.

Participant Communication : Takes ownership of customer inquiries, complaints, and feedback to improve service standards, acting as a point of escalation for participants and internal Navia teams. Proactively partners with Client Service leaders to address and proactively resolve client challenges.

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.

Compliance : Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility and renewals.

Collaboration : Collaborate with partners cross-functionally to ensure a seamless and cohesive experience for customers.

Other duties as assigned.

Management Requirements

Reliable, with a willingness to work outside scheduled work hours or work overtime 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 customer experience and / or management preferred.

General Requirements

Basic computer skills and knowledge of Microsoft Word, Excel, Outlook, and Adobe.

Excellent customer service skills, professionalism, and critical thinking skills.

Embraces change, can adapt to rapidly changing business requirements.

This position has the possibility to allow for remote or hybrid opportunities.

Not all positions allow for remote work, but those that do will only be available in the following states : AZ, CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, PA, SD, TN, TX, UT.