Senior Client manager - Captives

Unison Risk Advisors•Cleveland, OH

21d

About The Position

Senior Client Manager — Captives Job Summary The Captive Senior Client Manager provides external service and consulting support to clients for an assigned book of business, offering internal guidance to the client management support team to ensure client needs are met and existing business is retained. Through analysis of client data and performance, along with educational efforts on regulatory and benefit matters, the focus is on delivering cost-effective solutions that minimize risks and foster long-term client relationships in medical stop-loss captives. A Day in the Life Serves as the key service contact for all ISBC retail clients — identifying, designing, communicating, and implementing cost-effective benefit solutions to minimize risk; responds to requests for assistance promptly and collaboratively. Builds and maintains client relationships through proactive service, educating clients on plan options, trends, and regulatory matters to enhance satisfaction and support retention; works closely with HR leadership and CFO-level contacts. Owns support activities such as creating annual service calendars, scheduling meetings and agendas, and preparing deliverables to meet established client deadlines. Provides ongoing consulting support by analyzing claims experience, demographics, plan design, and risk to monitor group performance and proactively address emerging issues such as high-cost claimants or utilization trends. Manages day-to-day liaison with carriers, TPAs, and networks — coordinating handoffs, reviewing agreements, and triaging service issues to ensure smooth operations and client satisfaction. Manages workflow between wholesale broker partners and the core Captives department, acting as the primary liaison for resources, delegation, and escalations to the Captive Department Head. Manages complex service requests requiring multi-department coordination by acting as the primary contact for analytics, compliance, legal, and IT teams, routing requests and collaborating on operational items. Refines operational processes, develops service playbooks and templates, and monitors risk trends to enhance efficiency and client loyalty. Proactively reaches out to groups with emerging claim issues or administrative problems; identifies up-selling and cross-selling opportunities to strengthen client ties and promote retention across the business portfolio. Collaborates with the Client Executive in strategic meetings — including QBRs, pre-renewal, renewal, and post-renewal reviews — to provide insights and co-present on client-focused strategies. Collaborates with the service team on the preparation and peer review of all client deliverables for Client Executive final approval; conducts open enrollment meetings and ensures accuracy of pre-renewal projections, market evaluations, pricing summaries, utilization reviews, compliance notifications, and wellness materials. Initiates the renewal negotiation process on behalf of the client in collaboration with the Client Executive; creates pre-renewal and renewal presentations for Client Executive review. Directs the onboarding of new clients and handles post-renewal activities, using analysis and consulting to build long-term value; develops detailed implementation timelines and plans to ensure timely delivery through effective leadership of small teams. Works with support staff to ensure all online records are complete and accurate at renewal and at the point of final information; confirms records are continuously maintained and updated for accepted lines of coverage. Trains and mentors support staff on key operational processes and industry knowledge, fostering a culture of continuous improvement and team development. Performs general oversight duties including maintaining group profiles, preparing reports, and executing all assigned tasks to support overall client retention efforts. Understands Healthcare Reform, HIPAA, COBRA, and other legislation affecting the business unit; guides clients in executing appropriate steps to meet regulatory requirements and validates that client decisions meet ACA compliance guidelines (affordability, minimum coverage, preventive care, etc.). Pursues further education and professional designations to deepen expertise; develops leadership capabilities in the planning, execution, and delivery of special projects as needed. All other duties as assigned.

Requirements

A college degree is an advantage but not a requirement
Life, Health & Accident License required
Professional designation of RHU, GBA, CEBS, PHR, or similar industry-related credential required
At least 5 to 10 years of industry experience required, including medical benefits and ancillary lines of coverage
Strong tactical skillset with demonstrated ability to execute
General understanding of technical concepts — self-funding, alternative funding mechanisms, carrier solutions, etc.
Strong relationship skills with clients, carriers, and internal partners
Self-starter with the ability to work independently and know when to loop in the Client Executive or leadership for escalated issues
Ability to oversee CSAs and provide general tactical oversight of support staff
Project management skills: ability to work with internal and external partners to deliver results on time
Energetic and eager to grow — continuously learning and developing new skills
Highly organized with the ability to shift quickly between priorities without losing momentum
A logical problem-solver who works well independently and thrives under pressure
Positive and consistent — leads by example and brings a collaborative mindset to every interaction
Strong verbal and written communicator who knows how and when to communicate, and with whom
Interpersonally skilled with a naturally collaborative approach to internal and external partnerships
Effective at managing time-sensitive projects and meeting established deadlines
A natural mentor — able to guide others professionally and develop subordinates’ capabilities

Responsibilities

Serves as the key service contact for all ISBC retail clients — identifying, designing, communicating, and implementing cost-effective benefit solutions to minimize risk; responds to requests for assistance promptly and collaboratively.
Builds and maintains client relationships through proactive service, educating clients on plan options, trends, and regulatory matters to enhance satisfaction and support retention; works closely with HR leadership and CFO-level contacts.
Owns support activities such as creating annual service calendars, scheduling meetings and agendas, and preparing deliverables to meet established client deadlines.
Provides ongoing consulting support by analyzing claims experience, demographics, plan design, and risk to monitor group performance and proactively address emerging issues such as high-cost claimants or utilization trends.
Manages day-to-day liaison with carriers, TPAs, and networks — coordinating handoffs, reviewing agreements, and triaging service issues to ensure smooth operations and client satisfaction.
Manages workflow between wholesale broker partners and the core Captives department, acting as the primary liaison for resources, delegation, and escalations to the Captive Department Head.
Manages complex service requests requiring multi-department coordination by acting as the primary contact for analytics, compliance, legal, and IT teams, routing requests and collaborating on operational items.
Refines operational processes, develops service playbooks and templates, and monitors risk trends to enhance efficiency and client loyalty.
Proactively reaches out to groups with emerging claim issues or administrative problems; identifies up-selling and cross-selling opportunities to strengthen client ties and promote retention across the business portfolio.
Collaborates with the Client Executive in strategic meetings — including QBRs, pre-renewal, renewal, and post-renewal reviews — to provide insights and co-present on client-focused strategies.
Collaborates with the service team on the preparation and peer review of all client deliverables for Client Executive final approval; conducts open enrollment meetings and ensures accuracy of pre-renewal projections, market evaluations, pricing summaries, utilization reviews, compliance notifications, and wellness materials.
Initiates the renewal negotiation process on behalf of the client in collaboration with the Client Executive; creates pre-renewal and renewal presentations for Client Executive review.
Directs the onboarding of new clients and handles post-renewal activities, using analysis and consulting to build long-term value; develops detailed implementation timelines and plans to ensure timely delivery through effective leadership of small teams.
Works with support staff to ensure all online records are complete and accurate at renewal and at the point of final information; confirms records are continuously maintained and updated for accepted lines of coverage.
Trains and mentors support staff on key operational processes and industry knowledge, fostering a culture of continuous improvement and team development.
Performs general oversight duties including maintaining group profiles, preparing reports, and executing all assigned tasks to support overall client retention efforts.
Understands Healthcare Reform, HIPAA, COBRA, and other legislation affecting the business unit; guides clients in executing appropriate steps to meet regulatory requirements and validates that client decisions meet ACA compliance guidelines (affordability, minimum coverage, preventive care, etc.).
Pursues further education and professional designations to deepen expertise; develops leadership capabilities in the planning, execution, and delivery of special projects as needed.
All other duties as assigned.