Client Manager

IMA Financial Group•Houston, TX

4h•Hybrid

About The Position

The Client Manager will support and demonstrate IMA’s core values, valuing and understanding the importance of diversity, equity, and inclusion among all IMA associates. This role involves interacting professionally and timely with clients and associates at all levels via email, phone, and in-person, performing functions of the role within an IMA office 0-50% of the time. The Client Manager will collaborate effectively with Market and Regional Presidents to develop and maintain Claim service standards for clients within the region and work in partnership with National Practice Group Leaders within designated Specialties to develop and maintain Claim service standards for clients within the Specialty. This role directs the activities of Claim team members in the management and advocacy of claims on behalf of clients and acts as a thought-leader, collaborating with the Claim Managing Director and other Claim Managers on department-wide initiatives. Responsibility includes the management of associates, including performance review, hiring and placement, resolving customer complaints, and salary and budget planning. The Client Manager reviews and assigns matter advocacy and accounts to appropriate staff to ensure balanced workloads and optimal outcomes, and contributes to the hiring and development of Claim staff members, identifying areas for improvement or growth. Effective communication with other departments is crucial to lead change and support initiatives across the enterprise. The role requires superior technical insurance and business acumen, exceptional leadership characteristics, excellent problem-solving skills, and the ability to develop and expand relationships at the regional level with carriers, TPAs, and Legal Resources. A proactive approach focusing on claim resolutions and strategies for assigned accounts and matters is essential. Participation in presentations, including new business, RFPs, claim reviews, and renewals, is expected. The Client Manager will also attend insurance-related seminars, including continuing education classes.

Requirements

At least 10 years of prior Claim experience
5+ years of prior supervisory or leadership experience
Bachelor’s degree or work experience equivalent to a college degree
Systems skills – Applied Epic, Carrier websites
Experience with MS Office products (specifically PowerPoint, Outlook, Word, and Excel)
Exceptional technical skill and knowledge of coverage and claims handling
Excellent communication and negotiation skills
Strong mathematical and reasoning skills
Ability to discuss and solve claim problems with clients and insurance carriers

Nice To Haves

Business Acumen
Professionalism
Building Relationships
Problem Solving
Communicating

Responsibilities

Interacts professionally and timely with clients and associates at all levels via email, phone, and in-person
Performs functions of the role within an IMA office 0-50% of the time
Collaborates effectively with Market and Regional Presidents to develop and maintain Claim service standards for clients within the region
Works in partnership with National Practice Group Leaders within designated Specialties to develop and maintain Claim service standards for clients within the Specialty
Directs the activities of your Claim team members in the management and advocacy of claims on behalf of clients
Acts as a thought-leader and collaborates with Claim Managing Director and other Claim Managers on department-wide initiatives
Responsibility for the management of associates including performance review, hiring and placement, resolving customer complaints, and salary and budget planning
Reviews and assigns matter advocacy and accounts to appropriate staff to ensure balanced workloads and optimal outcomes
Contributes to hiring and development of Claim staff members, and identifies areas for improvement or growth
Communicates effectively with other departments to lead change and support initiatives across the enterprise
Demonstrates superior technical insurance and business acumen
Demonstrates exceptional leadership characteristics
Develops and maintains excellent problem-solving skills
Develops and expands relationships at regional level with carriers, TPAs, Legal Resources, etc.
Maintains a proactive approach focusing on claim resolutions and strategies for assigned accounts and matters
Participates in presentations, including new business, RFPs (clients, TPAs), claim reviews, renewals, etc.
Attends insurance related seminars including but not limited to continuing education classes