Shared Services Client Service Manager Empyrean Benefit Solutions
The Shared Services Client Service Manager is accountable for all aspects of Shared Services delivery for their clients both internally and externally. The ShareThe Shared Services Client Service Manager is accountable for all aspects of Shared Services delivery for their clients both internally and externally. The Shared Services Client Service Manager is accountable for the management of the Shared Services team, comprising COBRA, FSA, and Direct Billing services. This includes management of client satisfaction, relationship and resources for clients for whom Empyrean performs Shared Services. The Client Service Manager is responsible for the financial success of the Shared Services team in support of Empyrean?s financial goals. From a people management perspective, the Client Service Manager directly manages multiple roles, up to and including aligned Business Analysts, Systems Analysts and Managers, and Operations Managers. The Client Service Manager role requires a strong Project Management background.
Builds and manages trusted client and Client Operations partnerships for shared services performed for Client Service Groups.
Manages client and Client Operations satisfaction of all clients for which shared services are performed.
Creates and manages Shared Services project tracking tools, such as Open Items Lists, Project Plans, etc.
Work with Operations Manager to ensure successful ongoing delivery of all shared services work.
Drives integration within the Client Service Group, Implementation Services Group, Shared Services, Call Center, and Finance.
Ensures the quality delivery of all Shared Services work.
Promotes a culture of high quality service, independence, innovation, and entrepreneurship within the Shared Services Group.
Manages successful implementation of new Shared Services clients and/or services.
Drives operational efficiency and other cost-management activities to reduce costs.
Tracks and reports Shared Services operational results to senior management team.
Manages Shared Services staffing needs and works with Director and HR to address staffing shortages if necessary.
Directly manages Shared Services resources and is accountable for the performance, growth, and engagement of all aligned resources.
Leverages aligned resources to generate results.
Holds aligned resources accountable for behaviors that support Empyrean?s policies and procedures.
Participates in prospective employee interviews and work closely with HR on recruiting efforts.
Participates in Product Management activities via Change Management Committee and IT Sprint Planning to help shape the future of Empyrean?s H&B platform.
Has expertise in COBRA and FSA.
Owns FSA Requirements documents (both at implementation and ongoing).
Performs vendor management of any partners used to deliver shared services.
Supports incident management and business continuity.
Manages accurate billing of FSA and COBRA in conjunction with client team CSMs.
Participates in Business Development activities ? including but not limited to client demos, site visits, and RFP information collection.
Builds expertise in compliance, regulatory, and legislative knowledge of Health & Benefits industry to serve as Practice Leader
Scope of Authority
Escalation point for client issues ? both internally and externally to clientsOwn
Client renewal and retention activities and decisionsInfluence
Cost reduction and operational improvements/efficiencyOwn
All aspects of Performance Management for aligned resources ? planning, review, recognition, promotion, and improvementOwn
Shared Services Open Items List Management, Project Risk Management, Status Reporting, Case ManagementOwn
Client Service Level AgreementsOwn
Shared Services RequirementsOwn
Associate engagement and retention across Shared ServicesOwn
Adherence to SOC1 Audit protocolsOwn
P&L Responsibility across Shared ServicesOwn
New client implementation slot planning (including capacity creation to support new client growth)Own
Day to day work assignments of aligned resources across Shared ServicesOwn
Change Order quotes for one time projectsInfluence
Client issue risk mitigation strategyInfluence
Upsell opportunities for each client across the Client Service GroupsInfluence
Client delivery issues that cannot be contained or resolved within Shared ServicesEscalate
E&O issues as a result of a gaps in execution and delivery of services to senior management and finance teamEscalate
Core Competency Requirements
Project ManagementLeveraging and Developing Others
Creativity & Problem SolvingLeveraging and Developing Others
Adaptability/FlexibilityLeveraging and Developing Others
TeamworkLeveraging and Developing Others
Client RelationshipLeveraging and Developing Others
CommunicationsLeveraging and Developing Others
Technical Depth & BreadthLeveraging and Developing Others
Learning, Independent, Leveraging and Developing Others, Leading
||2401 Fountain View |
Houston, TX 77057