Director, Client Service Management

Fidelity Investments•Merrimack, NH

1d•Onsite

About The Position

The Client Services Manager (CSM) demonstrates strong client consulting skills and deep knowledge of Health and Welfare plan provisions, regulatory, compliance and client provisional nuances. Under minimal direction, the CSM serves as the recordkeeping services plan expert and primary communication point for clients regarding their Health and Welfare record keeping services, including client and participant user interfaces. As a leader in the Client Services Management community, you will ensure that services, practices and processes employed by all business partners meet the client’s business needs and are based on sound business decisions, cost, risk and benefit analyses and profitability considerations. As a member of Fidelity Health, we help our clients and participants make better health decisions so that they can navigate the journey with confidence.

Requirements

BS or BA required
5 - 7 years of Health and Welfare benefits administration, outsourcing administration, or relevant experience
8 - 10 years of experience with client interaction
Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements and process improvements with sound business judgement demonstrating confidence in building a case with a successful outcome.
Ability to influence, negotiate and complete strategies with internal and external customers.
Strong and effective communication skills.
Demonstrated ability to balance customer service with the ability to perform high level cost, risk and benefit analysis without compromising quality customer service.
Effective organizational, time management, facilitation and prioritization skills.
Strong proficiency with Microsoft Office products.
CSMs will be assigned multiple client relationships of varying complexity and are expected to develop and maintain strong influential business relationships with key staff at the client and with internal team members.
Ensure high quality and timely delivery of record keeping services.
Accountable for management of administration to perform to standards or performance guarantees.
Raise and actively participate in the resolution of service issues.
Accountable for ensuring plan documentation is maintained accurately and is signed off by the client.
Work with the Product Team and Relationship Management as required during product rollout and maintenance phases.
Know and understand the assigned client(s) contract, specific to the HW Statement of Work for services administered.

Nice To Haves

MBA preferred
CEBS Certification desired

Responsibilities

Demonstrate strong client consulting skills and deep knowledge of Health and Welfare plan provisions, regulatory, compliance and client provisional nuances.
Serve as the recordkeeping services plan expert and primary communication point for clients regarding their Health and Welfare record keeping services, including client and participant user interfaces.
Lead productivity improvements associated with servicing the assigned relationships.
Provide mentor support for new CSMs and participate in process improvement initiatives.
Develop and manage the relationship between the client and Fidelity Health Care service (Health and Welfare and Health Savings Accounts) to ensure the client recognizes the quality of service being provided on a regular basis creating referenceable clients.
Proactively review client administration quality, accuracy, and optimal efficiency of their client's administration and execution of appropriate corrective action and/or continuous efficiency improvement.
Manage the performance of the HW virtual team to ensure the service meets the client’s needs.
Ensure plan documentation is maintained accurately and is signed off by the client.
Deliver timely training or communication to business partners.
Understand the objectives and initiatives related to client projects and work with the organization to ensure that project resources are allocated.
Ensure that all HW products and services are presented to client in a timely manner.
Oversee the Annual Enrollment process each year which includes kick-off and post-project presentations, discovery, and consulting on best practices to introduce new plan design, testing, and approving the various communication pieces prepared for the client.
Prepare and deliver recordkeeping and administrative components of Annual Business Planning and Quarterly Client Service Reviews.
Support the Relationship Management team in integrated service delivery and established performance reporting for assigned client(s).
Ensure that services, practices and processes employed by all business partners meet the client’s business needs and are based on sound business decisions, cost, risk and benefit analyses and profitability considerations.