Senior Director of Account Management, HI Region

Kaiser Permanente•Honolulu, HI

24d

About The Position

Oversees the long-term strategic direction of sales and retention strategies for health insurance or workers compensation accounts in alignment with company-wide initiatives. Empowers innovation for utilizing resources, technology tools, and customer performance data (e.g., cost utilization, financial, clinical) to meet competitive revenue and growth targets. Oversees relationships with customers, consultants, brokers, and/or channel partners, ensuring that their overall needs are being met. Provides expert consultation to teams in developing recommendations to support health benefits strategy and offering. Represents the marketplace perspective to guide strategic direction and decision-making of senior leadership. Accountable for Key Performance Indicators (KPIs) to drive the sustained growth and competitive position of KP in the market.

Responsibilities

Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.
Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.
Manages experience customer and market turnaround by: overseeing long-term strategic direction for team member communications with customers, consultants, brokers, and/or channels for contract, benefit/service, and renewal activities and resolve escalations when needed; serving as an expert on product knowledge and championing team members to educate customers, consultants, brokers, and/or channel partners, resolving any questions or concerns; overseeing best practices for building expertise in prospect or customer business to ensure that Request for Renewal (RFR) response and engagement strategies are in alignment with customer and company-wide goals; championing team relationships with engagement team/specialist, and setting long-term strategic direction for engagement programs (e.g., member wellness); and providing expert consultation on long-term strategic direction for providing recommendations for new products, benefits/services offerings, and pricing models to address customer, consultant, broker, and/or channel needs.
Demonstrates commitment to KP sales and retention goals by: championing the team to meet or exceed challenging targets for retention and growth for accounts in the Book of Business; overseeing company-wide progress on Key Performance Indicators (KPIs) using the Customer Relationship Management (CRM) platform, and reporting progress to executive leadership; and directing the team in alignment with the sustained growth and competitive position of KP in the market.
Contributes to the execution of sales and renewals by: overseeing broad strategy for RFR processes, troubleshooting and resolving escalations when necessary; overseeing teams sales and renewals including administration, negotiations, and presentations and rate product and benefit/service validation; overseeing teams across organizations to ensure that contracts, pricing, and membership accounting implement the negotiated terms for sales and renewals; and providing expert consultation across organizations to develop and implement highly advanced strategies for cross-sell and upsell opportunities to increase growth and retention.
Supports internal and external communication by: championing teams across organizations to collaborate on account strategy, and ensuring alignment with company-wide long-term objectives; championing the flow of information across the company to advance the ensure deadlines and objectives are met; providing expert consultation to teams developing highly advanced recommendations for customer channels on all aspects of health benefits/services strategy and offering; and representing the marketplace perspective to strategic direction and influence decision-making of senior leadership.

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