Manager, Ben Admin Onboarding & Service Operations - HBT

Manage the entire onboarding to service experience of the Benefits Administration customer from the time a sale is made through delivery of product. This includes oversight of multiple teams including Implementation Support, Project Management and Ongoing Service. Focus is to ensure a timely and accurate client experience while delivering a satisfied and happy client to the ongoing service team from Implementation. Central to role will also include developing and maintaining a strong partnership with all Sales teams to promote revenue growth.

• Manages a staff of Supervisors and is responsible for all aspects of personnel management including: Selecting, hiring, promotions, discipline and evaluating performance of team to ensure all department needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.
• Partners with EDI Manager and other teams to ensure an effective and positive onboarding experience for the client within established client implementation guidelines.
• Streamlines the client data gathering process for faster more efficient ways to receive timely payment, contracts, and all elements of client set up.
• Focuses on ways to continuously improve the time and effectiveness a new client goes from the sales team to implementation as well as the annual client renewal process. Maintains and develops collection strategies, as well as accurate management reporting to identify collection trends and drive resolution. Manages the bad debt reserve and write-off processes.
• Resolves escalated customer service issues or complaints and assists as necessary in eliminating carrier delays to provide ongoing customer satisfaction.
• Oversees administration personnel to ensure timely resolution of receivables, minimize bad debt expense, assess client’s ability to retain services, and offer client retention solutions while mitigating risk.
• Facilitates a departmental continuous improvement mindset that will inspire team to collaborate with all internal partners, build on personnel skillsets, and focus on the customer experience.
• Develops and implements process, policy and people to consistently improve our onboarding satisfaction scores and maintain a positive NPS for Client Loyalty scoring result each month.