Senior Manager - Customer Experience

Aptia Group

2d•Hybrid

About The Position

About Aptia Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. Job requirements Aptia is seeking to hire a Senior Manager-Customer Experience based in Lake Mary, FL. The purpose of this position is to manage the successful delivery of contact center operations across all Aptia Services for a team of service professionals, including leading a team of agents, focusing on daily operations, performance, and customer satisfaction by handling escalations, providing coaching, monitoring calls, managing schedules, and implementing procedures to meet targets and ensure quality service. Key duties include training, motivating staff, resolving complex issues, reporting on metrics, and maintaining a positive environment, requiring strong leadership, communication, and problem-solving skills. This role will be accountable for multiple lines of business.

Requirements

Minimum 7 years of experience leading multiple contact center teams, with additional 5 years of specific industry experience Benefits administrations, COBRA, Spending Accounts experience required
Proven management experience required, with a focus on goal setting and coaching
Ability to work well under pressure, handle multiple deadlines, and work efficiently under tight deadlines
Experience building effective relationships
Track record of building diverse teams and managing a dynamic workforce
Strong verbal and interpersonal skills
Deep understanding of customer service principles

Responsibilities

Ensure a consistent approach for training, quality management, and SLAs / KPIs
Responsible for monitoring and partnering with Workforce Management to meet customer facing SLA’s
Supervise daily call flow, monitor calls, and ensure adherence to quality standards and procedures
Support Benefit Counselors and leaders through complex or escalated customer complaints and disputes, providing guidance.
Monitor key performance indicators (KPIs) and implement strategies to improve efficiency and satisfaction.
Analyze call data, report on team performance, and collaborate with other departments.
Provides coaching, training and development needs to identify solutions.
Interaction with peers and management on policies and internal operations
Understand the current level of client satisfaction regarding the overall customer service levels and statistics.
Effectively communicate with clients to address and correct any escalated customer service concerns
Works with Workforce Management team and Business Leaders to ensure team and client needs are met.
Carry out managerial responsibilities regarding employee issues.
Assigning, directing, and evaluating work.
Conducting performance evaluations, progressive counseling and career development discussions
Ensuring appropriate on-going education/training is completed
Provides critical input to the following people management responsibilities: Hiring and input into terminating employees Promotion, salary and bonus actions
Demonstrate leadership, decision-making and relationship management skills.
Formulate and review the strategy for continuity and risk management of the entire contact center operation
Oversees and monitors team productivity, efficiencies and performance
Works to maintain high level of team morale.
Create and share intellectual capital and suggestions from colleagues for the benefit of the clients.
Present to all levels of employees, leadership and clients.