Manager, Client Service

Lead and direct all service activities, including workflow and financial management, of client service team to achieve higher levels of employee engagement and satisfaction, client service, net client gain and client retention. May be accountable for one or multiple location responsibilities. Oversight may also include site management, including duties related to the management of the physical plant/building.

• Manages a team of client service employees who are responsible for the client’s payroll to ensure call volume and queue activity are at optimal levels and meeting client needs. Recruits, selects, hires and evaluates performance of employees to drive excellence in service delivery. Counsels employees when service slips or falls below expected standards. Develops staff for personal and corporate advancement through career development, training programs and other available resources.
• Maintains or improves the call center’s real-time responsiveness to ensure quality service is provided to clients by using effective inspection and monitoring tools and techniques. Responds quickly when opportunities are seen to improve service levels.
• Achieves cost center goals through expense control and the promotion and execution of client retention and net client gain strategies. Assists service location leaders/managers with development of strategies that drive client net gain and improve employee engagement within the service location. Proactively identifies resolves and escalates to senior management activities such as fraud prevention, system/process vulnerabilities, data security and client and employee concerns to mitigate negative business impacts.
• Partners with Implementation Managers to ensure clients are transitioned in a positive and efficient manner.
• Develops and implements strategies and action items to increase employee engagement and satisfaction.
• Participates, leads and implements continuous improvement initiatives and provides suggestions and feedback for process improvements within the organization. Reviews, recommends and implements changes to the workflow of the group to ensure quality service and sound client relations are met.
• Partners with business units and maintains strong working relations with critical partners to continually evaluate process inefficiencies, identify opportunities for improvement, and implement strategies to enhance the client experience. Maintains strong working relationships with critical business partners in IT, Sales, Field Operations, HRS Operations and Corporate in order to remove obstacles conflicting with client service and financial goals.

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