Vice President, H&W CSM Team Leader

Job Description:

As the Client Services Team Leader, you blend deep Health and Welfare and Operations expertise with a passion for coaching, mentoring, and developing associates. You are deeply committed to improving the value delivered to our customers. In an agile structure you will collaborate with other leaders to establish the standards for your team and domain, influence strategic decisions and build solutions in your expertise. You will directly manage a team of CSMs who primarily work with their virtual teams across product and project squads, but report directly to you. You are dedicated to helping them grow and develop in their knowledge area and ensure alignment on the how of the work they perform. You are committed to developing your own expertise and knowledge to bring the latest thinking to your role and to empower others with that knowledge.

Your success is measured through client satisfaction, dedication, and retention results, improving operational scale and overall leadership of the team. The role requires a desire and ability to lead cross-functional initiatives which have significant business impact.

As a player/coach, you will spend a percentage of your time as a Client Service Manager Lead applying your expertise and experience in direct client interactions as a point of escalation or assisting with larger initiatives like Implementation, Acquisitions or Annual Enrollment efforts.

In addition you will help advance the work and improve project team and product area performance.

• Ensuring Client Service’s talent composition aligns with strategic business priorities including workforce planning vital to provide increased value and results for customers and the business
• Supporting and empowering direct reports and virtual team members, to enable delivery of increased value in their teams
• Enabling an agile and frictionless organization by demonstrating agile behaviors
• Proactively partnering with Chapter Area, Product Area, Center of Excellence, Product Squad Leaders and Project Leads to:
  • influence strategic backlog and prioritization decisions related to your area of expertise
  • measure performance through established objectives and KPI’s to deliver agreed upon business, technology, and people results
  • align team members across project squads and product areas to ensure the best utilization of talent while also building learning opportunities and learning day content to develop skills
  • set and apply standards and ensure the work performed is aligned with established road maps
  • remove impediments to delivering value
• Actively sharing insights, knowledge, industry practices and developments across the organization
• Working with broader virtual teams including Product and Project teams to deliver exceptional service to the client and their participants, prioritizing work based on risk, strategic priorities, and client objectives
• Demonstrate leadership behaviors to promote a diverse and inclusive environment, and ensures all associates are provided a safe and respectful workplace.

The Expertise and Skills You Bring

• BS or BA required; MBA preferred
• 10+ years of client service management experience
• Experience leading, coaching, mentoring, and developing people and teams
• Experience identifying and acquiring talent needs, resource planning and talent allocation across large organizations
• You are a committed people leader capable of developing others within your knowledge area to accelerate and achieve increased skill proficiency
• You possess excellent interpersonal and communication skills with which you build and maintain strong cross-functional partnerships and relationships at all levels of the organization
• You continuously improve and encourage an agile way of working
• You optimally develop and proactively share your knowledge and perspectives and build the same expectation within your chapter
• You are intellectually curious and model a culture of continuous learning, mentoring, and coaching
• You take a data-focused approach to decision making, in day-to-day leadership and strategic tradeoff analyses
• You closely supervise performance measurements to ensure targets are met and/or exceeded; takes corrective action and implements plans as needed.
• You are flexible and can easily shift priorities and apply excellent planning, organizational and interpersonal skills
• You enjoy and have expertise in strategic planning and execution
• Ability to provide guidance and oversight to mitigate, eliminate or reduce operational risk for complex issues to protect our clients and the firm from financial and regulatory risk