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Senior Director of Client Service, Employee Benefits Large Group

1 month ago

Chicago, United States Alera Group Full time
Alera Group Midwest is looking for a top-performing Senior Director of Client Service, Employee Benefits - Large Group to join our Employee Benefits team in the Midwest Region. Office Locations:
  • Chicago, IL
  • Deerfield, IL
  • Downers Grove, IL
  • Grand Rapids, MI
  • Cincinnati, OH
  • Highland Hills, OH
  • New Richmond, WI
Are you looking to be part of a company where you have exciting opportunities to learn, grow and make a positive impact?

Join a team where each employee is empowered to listen generously, speak straight, collaborate, and build each other up through mutual accountability and shared success?

If that's what you're looking for, this is your chance to be part of an amazing organization

Alera Group was formed on January 1, 2017 and is one of the largest independent, national insurance and financial services firms in the U.S. with over $900 million in revenue. Alera Group is a very entrepreneurial firm bounded together via a culture of collaboration which is reinforced by the practice of The Collaborative Way.

The Midwest Region Senior Director leads the delivery of client services within the designated market segment. This position oversees a team responsible for direct client interactions, including account management, client service strategies, customer service, and the design of employee benefit plans tailored specifically to employers within the market segment. This role is responsible for overall client satisfaction, fosters strong client relationships, and aligns with Alera's mission of delivering exceptional client experience. Reporting directly to the Midwest EB Practice Leader, this role is essential to Alera's growth and service excellence within the designated market segment.

Client Service Delivery:
  • Lead and oversee the delivery of client services to employers within the designated market segment, in partnership with regional and national colleagues.
  • Ensure the highest level of service appropriate for the market segment, addressing client inquiries and resolving issues promptly and effectively.
  • Collaborate, influence, and affect seamless service delivery and client satisfaction.
  • Develop and maintain strong client relationships within the market segment, acting as the primary point of contact as needed.
Account Management:
  • Provide leadership, guidance, and support to the client service team to ensure they meet their goals and objectives.
  • Collaborate closely with the Region's Client Service Operations Leader to align client service efforts with operational protocols and administrative procedures.
  • Oversee the development and execution of client service strategies to enhance client satisfaction and retention.
Employee Benefit Plan Design:
  • Drive the design and customization of employee benefit plans tailored to meet the unique needs of employers within the designated market segment.
  • Collaborate with internal teams and experts to develop innovative benefit solutions.
  • Stay informed about industry trends and regulatory changes, ensuring that benefit plans remain competitive and compliant.
  • Provide expertise and guidance on employee benefit plan options to clients within the market segment.
Market Segment Leadership:
  • Act as a leader and subject matter expert within the designated market segment.
  • Collaborate with cross-functional teams to develop and execute strategies for market segment growth and retention.
  • Participate in strategic planning initiatives to expand the organization's presence within the market segment.
  • Exemplify the organization's mission and values in all interactions and initiatives.
Desired Outcomes:
  • Enhance client satisfaction and loyalty by delivering exceptional client services and experiences that are financially aligned with the market segment.
  • Achieve growth objectives within the designated market segment.
  • Develop and implement innovative employee benefit plan designs that meet client needs.
  • Foster a collaborative, high-performing and results-driven team environment amongst the client service team regionally.
  • Contribute significantly to the organization's overall client service and growth objectives.
  • Collaborate closely with the Region's Client Service Operations Leader to ensure seamless coordination between front office operations and client service delivery.
  • Continuously monitor client and colleague satisfaction and feedback to identify opportunities for service improvement and innovation.
  • Participate in client meetings and presentations as needed to strengthen client relationships and address specific client needs.
  • Lead learning and development initiatives for the client service team to enhance their skills and knowledge.
  • Cultivate a client-focused culture within the market segment team, with a relentless commitment to delivering outstanding client service.
  • 5+ years progressive experience working in or with brokers/consultants, carriers, and clients in the Benefit Administration arena.
  • Demonstrated leadership within the designated market segment and the ability to collaborate on growth strategies.
  • Proven experience overseeing client service, aligning service efforts with operational protocols, and executing client service strategies.
  • Expertise in designing and customizing employee benefit plans while staying updated on industry trends and regulatory changes.
  • Involvement in strategic planning initiatives to expand the organization's presence in the market segment.
  • Must exhibit energy, can-do attitude and overall excellent communication skills and the ability to apply these skills in either verbal or written form.
  • Creativity and a proactive approach to developing innovative benefit solutions and improving services.
  • Commitment to cultivating a client-focused culture within the team and delivering exceptional client service.
  • Proficiency in leading learning and development initiatives for the client service team's skill enhancement.
  • Availability to travel up to 20%.
We offer comprehensive benefits to employees, including medical, dental, STD, LTD and life insurance, 401k, paid time off and much more.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

If you're a California resident, please read the California Consumer Privacy Act prior to applying.