Client Services Manager (Remote)

Businessolver

18h•$75,000 - $120,000•Remote

About The Position

Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver's unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight. The Gig: Participate in client meetings including escalation discussions, when needed Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed Ensure team meets and/or exceeds daily work volumes and productivity metrics Identify and communicate trends or areas of improvement (both client and role specific) Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly Ensure quality assurance checks are happening across team deliverables Collaborate with Directors, AVP's and Client Services Leads on special projects Point of escalation (from internal resources) for client deliverables for which their team is responsible for Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed Support transition of new clients from onboarding to onshore and offshore ongoing resources Responsible for the execution and delivery of performance management & compensation process/routine across their Pod Operate as a domain leader of one or more roles within the Team

Requirements

5-7 years of direct industry or equivalent experience
3+ years team lead/management experience
Experience with: Delegation, Directing and Leading Change
Managing quality and a Customer Service Mindset
Fact based management and Strong Leadership Communication
Driving Results with Urgency
Team Building, Coaching & developing others
Workload Prioritization and Management Across Large Projects and Teams

Nice To Haves

Experience in account management is strongly encouraged.

Responsibilities

Participate in client meetings including escalation discussions, when needed
Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items
Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed
Ensure team meets and/or exceeds daily work volumes and productivity metrics
Identify and communicate trends or areas of improvement (both client and role specific)
Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly
Ensure quality assurance checks are happening across team deliverables
Collaborate with Directors, AVP's and Client Services Leads on special projects
Point of escalation (from internal resources) for client deliverables for which their team is responsible for
Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits
Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion
Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks
Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks
Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed
Support transition of new clients from onboarding to onshore and offshore ongoing resources
Responsible for the execution and delivery of performance management & compensation process/routine across their Pod
Operate as a domain leader of one or more roles within the Team