VP, Client Success Onboarding

Job Description Summary

This position is the strategic business leader with overall responsibility for design, development and execution of the Company's comprehensive implementation strategy for new and existing cases spanning all segments and products. Working in concert with cross functional teams and key segment leaders, the role will focus on creating the optimal customer implementation experience through work which delivers on several strategic focus areas including, but not limited to, Broker Connect, small case strategy, complex case implementation, HR Connect, Total Leave, and including the growing dependence on deep technical integrations through data exchange and partner platforms. Key success factors for this role are development and delivery of programs, approaches, and processes that drive customer satisfaction scores while lowering unit costs through an enhanced digital experience, alternate sourcing strategies, and other levers.

Job Description

Principal Duties and Responsibilities

• Responsible for delivery of best-in-class client experience in the area of onboarding for allmarket segments, growth platforms and products with increased focus on strategic growth investment areas of HR Connect, Broker Connect and Total Leave.
• Lead efforts to deliver a future state vision and path toward Onboarding excellence incorporating the changing customer needs and technology landscape across the various segments.
• Ensure alignment with seamless end to end experience for small case strategy, Broker Connect and large case segment including HR Connect and total Leave.
• Engage and inform regularly with P&L leaders, Venture Owners, and other key leaders to understand the growth strategies supported by Onboarding and ensuring the operation is set up for delivering successfully and efficiently on the customer expectations.
• Identify and execute on opportunities for process improvement and improved operational excellence to have a direct impact on the efficiency and profitability of all onboarding activities
• Deliver significant improvement in data feed customer and partner satisfaction with focus on future state and resulting in reduced set up time, decreased data errors, reduced kickouts and reduced SR into Client Services
• Close partnership with key strategic segment leaders and Platform Partnerships for alignment with growth and ability to execute operationally and a healthy continuous feedback mechanism for improvements.
• Principle business owner working in partnership with Change Leader in DTO to drive needed process and technology funding and execution to support the onboarding organization and strategic initiatives.
• Drives strong partnership with offshore partners and Ireland to achieve agreed upon SLA's and opportunities for growth.
• May perform other duties as assigned
  
  

Job Specifications

• Bachelor's degree preferred
• Deep knowledge of employee benefits industry with 15 years of experience.
• In depth knowledge and understanding of small case, core & sales distribution process, US Strategic initiatives, and structure as well as Client Success.
• 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, streamlined processes and people to create an exceptional client experience and delivers efficiencies and unit cost management.
• Understanding and experience leading an organization through use of Lean tools and technology innovations to create a culture of continuous improvement, efficiency, and change management
• Strong leadership qualities, including demonstrated ability to build strategic alignments with internal constituents and external vendor partners.
• Proven strong influencing and collaboration skills.
• Excellent communication skills.
  
  

Apply Now