Manager, Client Services

POSITION SUMMARY 

The Client Services Manager leads the daily operations of the Client Services team, ensuring high-quality service delivery, issue resolution, and process efficiency. This role serves as a key liaison between internal departments and external stakeholders including clients, members, and brokers, to drive service excellence and operational alignment.

ESSENTIAL FUNCTIONS

• Lead and develop a high-performing team of Client Service professionals including Senior Client Service Representatives, Client Service Representatives, Liaisons, and Claims Examiners, through effective coaching, performance management, and career development planning.
• Collaborate with senior leadership (including the Senior Manager, Director, and Manager of Account Management) to enhance workflows, assign new business, resolve stop-loss contract terminations, evaluate staffing benchmarks, and strengthen vendor relationships.
• Deliver ongoing team development by providing feedback, identifying training needs, supporting onboarding improvements, and promoting continuing education and growth opportunities.
• Oversee CMS Medicare demand processes to ensure accurate and compliant coordination of benefits for health plan members.
• Partner cross-functionally with Account Management, Customer Service, and Client Success teams to improve service delivery, streamline issue resolution, and clarify roles and responsibilities.
• Support strategic initiatives by working with senior leadership to proactively address critical issues, implement organizational changes, and drive continuous improvement.
• Manage operational performance through oversight of monthly reporting, service metrics, case assignments, and workload distribution.
• Plan and lead quarterly team meetings and town halls, including agenda development and presentation of key operational updates and employee engagement topics.
• Indirectly oversee, but proactively co-manage Allied’s ASO entire block of business with second Manager, Client Services
• Lead, coach, motivate and develop. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent. 
• Clearly communicate expectations, provide employees with the training, resources, and information needed to succeed. 
• Actively engage, coach, counsel and provide timely, and constructive performance feedback. 
• Other duties as assigned.

EDUCATION

• Bachelor’s degree or equivalent work experience required.

EXPERIENCE AND SKILLS

• At least 5 years’ experience in client services or a related-customer-facing role, required.
• A minimum of 3 years supervisory experience and successfully demonstrated leadership competencies, required.
• Intermediate level work experience with Microsoft Office, Word, Excel, Access, and Power Point software applications. 
• Strong written and verbal communication skills required.

POSITION COMPETENCIES

• Accountability
• Communication
• Action Oriented
• Timely Decision Making
• Building Relationships/Shaping Culture
• Customer Focus

PHYSICAL DEMANDS

• This is an office environment requiring extended sitting and computer work