• Director, Operations and Client Services

    Job Locations US-FL-Orlando
    Posted Date 1 month ago(6/19/2018 2:41 PM)
    Job ID
    2018-1378
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    Purpose: 

    The Director, Operations and Client Services is the single point of accountability to client sponsors for the book of clients. The DOC is accountable for influencing and driving the operations and customer service teams to meet or exceed the client’s delivery expectations ensuring satisfaction and the retention and future expansion of business. The DOC is responsible for establishing the client relationships prior to live date, establishing the Team Leaders (TLs), and ensuring that Operations is prepared for the ongoing environment. The DOC will manage a team of resources from both Operations and Client Management.

     

    Who We Are: ReedGroup, headquartered in Westminster, CO, is a dynamic, fast growing organization that employs nearly 2,000 people at 11 locations globally. We are the top provider in the Absence Management industry and provide our services to major companies including a substantial number of Fortune 100 companies.  We are committed to improving health and productivity outcomes while controlling costs - it is at the core of our comprehensive solutions which are designed to return people to their active lifestyles and allow businesses to thrive.  

     

    Our Vision: Healthy and Productive People. Thriving Businesses. 

     

    Our Mission: ReedGroup connects the ecosystem of the health, work and life with …

    • The best service experience for clients and employees.
    • Trusted content and experience.
    • Strong partnerships across healthcare and insurance.
    • Innovative technology to drive simplicity.
    • Comprehensive data to create meaningful insights.

    Responsibilities

    ESSENTIAL FUNCTIONS:

    • Works with the Vice President (VP), Ops Manager (OM) and Account Executive (AE) to build and manage client relationships, including development of client business plans and ensuring governance meetings are designed and delivered according to cadence desired by client sponsor
    • Drives accountability/integration within Operations and Client Service Teams, Multi-Client Service Groups, virtual teams and third parties through Service Level Agreements (SLAs)
    • Monitors client performance and determines if/when stability programs are required. Governs and leads stability programs, working closely with BGM, AEs, Operations and Customer Service.
    • Joint accountability with Operations Business Group Managers in ensuring budgets are met by ensuring that quality standards are met and non-standard, client driven practices are reduced
    • Works with Operations and Customer Service to drive process improvements in delivery that improve quality, reduce cost and create scale
    • Ensures TLs utilize internal tools for client billing and monitors proper billing practices for the absence management delivery with account executives, Billing, and Finance team
    • Oversees and approves accurate fee quotes for one-time projects and out of out-of-scope work and ensures this information is used to create accurate quarterly revenue forecast and variance reporting
    • Collaborates with the various Operations and Customer Service teams on appropriate client staffing needs
    • Leverages the talent/resources on the team to generate results
    • Monitors associate performance to ensure results are achieved in an effective/efficient way
    • Conducts necessary performance management conversations with associates; uses tools and resources available internally to managers
    • Support sales team by participating in finalist presentations

     

     

    Qualifications

    QUALIFICATIONS:

    • Advanced degree preferred; Bachelor's degree or equivalent work experience required
    • Expert Project Management experience required (5-6+ years) including proficient project planning and execution skills
    • Absence Management experience required, with strong proficiency in leave legislation across all US jurisdictions
    • Experience managing complex client relationships (including, but not limited to, client operations/relationships that may have larger/more complex scope)
    • Proficient in coaching others (minimum 5+ years of experience) and experience coaching/leading other managers and peers in certain efforts or operational activities
    • Excellent interpersonal skills and verbal and written communication skills; the ability to liaise and partner with people outside of the HR function
    • Proficient relationship management and customer-focus skills and the ability to coach, lead, and leverage other managers and peers in these skills
    • Proficient analytical and problem-solving skills and the ability to coach, lead, and leverage other managers and peers in these skills
    • Knowledge of general system environment and process flow, Six Sigma training and or designations considered an asset
    • Basic regulatory, compliance, and legislative knowledge in one or more service areas
    • Basic knowledge of all Shared Service delivery models and operations
    • Intermediate knowledge of Cost Delivery and Quality Management and managing metrics
    • Advanced knowledge of overall financial management

     

     

    LOCATION:

    • Orlando, FL (relocation may be considered for the ideal candidate)

     

    This position should expect a moderate about of travel between offices and to attend client meetings

     

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