VP, Client Service Centre

This position will be the strategic business leader with overall responsibility for development and execution of the Company's comprehensive and end to end client level service and administration strategy for new and existing clients across all segments. Working in concert with cross functional teams, the role will focus on creating the optimal and most efficient service and administration experience through initiatives that deliver on several strategic areas including, but not limited to trans-formative technology with a focus on digital platforms and tools, market segment strategies, relationships, and strong process partnerships (both internal and external) throughout the entire client life cycle. The leader is accountable for creating an operating model that will deliver a re imagined service and administration process and experience, which drives industry leading customer satisfaction scores, reduces operational expense and unit costs, and ensures high quality with tight internal fiduciary controls. This position requires long range, strategic thinking combined with short-term process efficiency and operational management expertise with a focus on building operations that provide high service levels and quality while consistently decreasing unit costs.

Job Description Summary

This position will be the strategic business leader with overall responsibility for development and execution of the Company's comprehensive and end to end client level service and administration strategy for new and existing clients across all segments. Working in concert with cross functional teams, the role will focus on creating the optimal and most efficient service and administration experience through initiatives that deliver on several strategic areas including, but not limited to transformative technology with a focus on digital platforms and tools, market segment strategies, BPO relationships, and strong process partnerships (both internal and external) throughout the entire client lifecycle. The leader is accountable for creating an operating model that will deliver a reimagined service and administration process and experience, which drives industry leading customer satisfaction scores, reduces operational expense and unit costs, and ensures high quality with tight internal fiduciary controls. This position requires long range, strategic thinking combined with short-term process efficiency and operational management expertise with a focus on building operations that provide high service levels and quality while consistently decreasing unit costs.

Job Description

Principal Duties and Responsibilities:

• Responsible for delivery of best-in-class client experience in all areas of service and administration for US market segments, brands, and products.
• Lead a comprehensive service model strategy and operational approach for new and current clients.
• Owner of the service and administration in partnership with the Change and IT organizations to develop creative and innovative solutions that includes significant technology and process change to improve both the client and our employee experiences.
• Through transformation and continuous improvement, lead the organization through positive change management and reduction in unit costs.
• Partner, both internally and externally, to deliver best in class experience, operational excellence that have a direct impact on efficiency, profitability, quality
• May perform other duties as assigned
  
  

Job Specifications

Bachelor's degree referred or equivalent business experience

• Deep knowledge of employee benefits industry with 15 years of experience
• In depth knowledge and understanding of process and structure across the client life cycle and across all customer segments, products, and brands
• Ability to identify market trends and needs; develop, execute, and appropriately communicate solutions, both internally and externally
• Able to design and execute on a vision that brings together technology, process re-design and people to create an exceptional client experience and delivers efficiency
  
  

Understanding and experience leading an organization through use of Lean tools to create a culture of continuous improvement

• Strong leadership qualities, including demonstrated ability to build strategic alignments and influence with internal constituents and external vendor partners
• Proven strong influencing, collaboration, and facilitation skills
• Excellent communication and presentation skills
• Proven ability to think strategically and act
  
  

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