Client Manager

IMA Financial Group•Houston, TX

13h•Hybrid

About The Position

The Client Manager is responsible for supporting and demonstrating IMA’s core values, including valuing diversity, equity, and inclusion. This role involves professional and timely interaction with clients and associates via various communication channels. A significant portion of the role (0-50%) is performed within an IMA office. The Client Manager collaborates with Market and Regional Presidents to establish claim service standards and partners with National Practice Group Leaders within designated Specialties for similar standards. This position directs the activities of a Claim team in managing and advocating claims on behalf of clients, acting as a thought-leader and collaborating with the Claim Managing Director and other Claim Managers on department-wide initiatives. Key responsibilities include managing associates through performance reviews, hiring, placement, customer complaint resolution, and salary/budget planning. The role involves reviewing and assigning matters for balanced workloads and optimal outcomes, contributing to the hiring and development of Claim staff, and identifying areas for improvement. Effective communication with other departments is crucial for leading change and supporting enterprise-wide initiatives. The Client Manager must demonstrate superior technical insurance and business acumen, exceptional leadership, and strong problem-solving skills. They will develop and expand relationships with carriers, TPAs, and Legal Resources at the regional level, maintaining a proactive approach to claim resolutions and strategies. Participation in presentations, including new business, RFPs, claim reviews, and renewals, is expected. The role also requires attending insurance-related seminars and 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

Responsibilities

Support and demonstrate IMA’s core values
Value and understand the importance of diversity, equity, and inclusion among all IMA associates
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