Client Experience Director

posted:
Location
Middleton, Wisconsin
Industry
Administrative & Support Services (Office and Administrative Support Occupations)
Job Type
Full-Time
Working Hours
8:00 AM - 5:00 PM
Salary
US$ 73,000 - US$ 82,000 per year
Ref. Number
S_44278
Contact
Moto Gladys Igahara, Spherion
Phone
608-274-6000
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Job Description

Join a global leader in the insurance industry as a Client Experience Director! Our client develops new insurance products for markets and has locations all around the world.

The Client Experience Director is responsible for the planning and operational execution to provide superior experiences to our clients. The Director will lead the service teams to ensure prompt responsiveness; drive continuous improvement in the quality of client interaction and satisfaction; optimize support processes; provide direction and ownership for escalations; and ultimately build trust and foster long term relationships with clients.

We are in search of candidates with a working knowledge of benefit plan regulations, design & experience, as well as business administration and leadership experience managing client facing teams.

Responsibilities:
- Lead the development of short, medium and long term client service plans to achieve strategic objectives
- Develop, implement and/or manage the organization?s client service policy recommendations, procedures, standards, and strategies, develop new service programs beyond the everyday that differentiate the organization in the industry
- Advocate for integrating technology that will improve client experience and sponsor change initiatives, managing relationships with third party service providers
- Track key issues and continually evaluate, alter and improve the client experience to respond to changing needs of the organization, new products, new business and individual initiatives
- Develop and measure key performance indicators to determine and improve the effectiveness of all client service activities, monitoring the overall performance of the service teams by tracking and analyzing trends and reporting results
- Oversee processes across the service teams, identify and lead continuous improvement projects within the service teams and across the organization using an established methodology
- Maintain working knowledge of business processes across the organization, industry best practices and regulatory guidance
- Review annual broker and client survey results and assist in formulating an action plan to address issues of concern
- Develop and implement plans for staff development through training, coaching and mentoring, creating and maintaining a work culture that empowers employees, focusing on continuous improvement, teamwork and individual job satisfaction
- Establish annual budget projections for client service teams
- Develop training needs assessment and facilitate the planning, development and execution of training courses, materials and documented procedures for service teams, ensure training resources and documented procedures are up to date and available
for service teams
- Develop strategic long and/or short-range staffing plans for client service teams and mentor service coordinators in the recruitment, selection and development of staff to achieve corporate goals and objectives.
- Other duties as requested

Working hours: 8:00 AM - 5:00 PM

Skills:
- Working knowledge of benefit plan regulations and plan design
- Working knowledge of contact management systems (e.g., CRM)
- Intermediate working knowledge of Microsoft Office (e.g., Word, Excel, PowerPoint, Outlook)
- Demonstrated effective verbal and written communication skills, utilizing proper grammar, syntax and excellent business acumen
- Strong organizational and time management skills with proven ability to multitask and prioritize in a high paced environment with limited direction
- Ability and willingness for occasional travel (1 - 2 times per quarter) to an outside client, meeting or conference during the work day

Education:
Bachelors

Experience:
10+ years

Qualifications:
- Bachelor degree in Business Administration or related discipline; equivalent experience
- Minimum ten years of progressive leadership experience with at least five years managing client facing teams
- Possession of valid driver?s license and access to reliable transportation
- Experience working with Section 125, Section 105, COBRA or health insurance products preferred
- Certified in Flexible Compensation (CFC ) designation preferred


TBE

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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