Client Account Regional Service Manager

About the position

The Sales Regional Service Manager role is a key leader of the Client and Growth Services team, leading a team of Client Account Service expert professionals, responsible for the service delivery for the Select & Middle Market Clients for a designated region. This role manages strategic service plans to facilitate results attainment for the client experience and net promoter score (NPS), persistency and overall customer growth. The candidate will have demonstrated experience and ability to respond to complex service issues and inquiries, solving non-routine problems and ensuring resolution and client satisfaction with products, services and information directly and through the performance of their respective team. Focusing on providing thought leadership, the Sales Regional Service Manager will collaborate with Client Management, Regional & Market Sales Leadership, Service Operations, Client & Growth Services Leadership team and interact across multiple business areas and leaders. This role requires an understanding of the broader business and will be accountable to influence and inform internally and externally, execute change management strategies, engage in and lead projects while leading/developing a high-performing organization - elevate ease of doing business and differentiated value to those we serve.

Responsibilities

• Responsible for providing leadership, guidance and expertise to a team of client service professionals in the areas of service delivery and growth.
• Develops and supports service plans that addresses complex service issues and inquiries, solving on-non routine problems, and ensure client satisfaction with products and services through team output.
• Exercise considerable creativity, foresight and judgment in conceiving, planning and delivering initiatives that elevates ease of doing business and differentiated value.
• Accountability for leading best practices and consistency of process for engaging with clients to include client educations, routine client touchpoints, service issue and status reporting, and volume management for book of business assignments.
• Participate in existing and prospective client/broker meetings and events to educate and inform on service as well as value.
• Lead team of professionals and create a supportive environment that incorporates regular training, development, feedback and career coaching.
• Develop strong relationships with Client Management teams, Sales Leadership, Matrix partners and across Client & Growth Services to help deliver differentiated value.
• Lead and influence a culture across the Client experience spectrum (within the team, sales, and enterprise matrix partners) that proactively identify issues with solutions to ensure the team meets/exceeds metrics, customer-centricity, and quality requirements.
• Establish and communicate clear expectations of competencies behaviors through individual and team meetings.
• Motivate, drive accountability, coach and develop a diverse team with the ability to assess talent. Ensure effective orientation of new talent. Retain, grow and build a strong talent pipeline.
• Manage relationships with Sales Leadership, Sales Operations and other functional areas.
• Work with project teams and development teams on Client and Growth Services related initiatives.
• Leverage tools such as Salesforce, and other Cigna platforms successfully.

Requirements

• Bachelor degree preferred or at least 7 years of related experience.
• Minimum of 5+ years of experience managing people.
• 3+ years of previous sales, service or executing client related experience strongly preferred.
• Skilled in the use of Microsoft Excel and PowerPoint.
• Excellent communication and interpersonal skills, both written and verbal; strong customer service and demonstrated ability to drive outcomes/results.
• General knowledge of insurance products, procedures and systems for the Client and Growth Service area is desired.
• Prior experience working with matrix partners and external customers is preferred.
• Goal oriented, resourceful, personally accountable and self-directed.
• Demonstrated ability to proactively seek opportunities for improvement and to effectively collaborate across the organization.
• Travel 25% for external facing meeting.