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Regional President, Client Services
4 months ago
Title: Regional President, Client Services (East) Department: Client Services
Bargaining Unit: NBU Grade: N/A
Position Type: Exempt Hours per Week : 40
Position Summary
Regional President, Client Services has ultimate responsibility for the entire book of business (BOB) across their designated region, including implementation of internal improvement plans & organization-wide initiatives, overall client and member experience, financial health and acts in a mentorship role to the client-facing team. The Regional President may retain a limited number of their own key clients.
"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."
Key Duties and Responsibilities - Regional leadership
- Regional Oversight
- Oversees client services activities in region to ensure client needs and expectations are consistently met or exceeded, as a point of escalation for client account owners across clients in their region.
- Oversees successful implementation of new clients and expansion of existing clients as the ultimate accountable individual for revenue growth in their region.
- Coordinates initiatives related to operational improvement and efficiencies, including internal/external communications, target setting, and resource management.
- Implements and monitors internal systems, policies, and procedures to ensure efficient and effective operations across the regional BOB.
- For the overall BOB, the Regional President oversees the management of revenue, expenses, and client profitability (in consultation with Group Finance) to ensure financial goals are met. Determines and implements appropriate course corrections when needed.
- Talent Development
- Acts as a mentor to the client-facing team, demonstrating leadership qualities consistent with Zenith's company values and mission.
- Develops staff through performance management, goal setting, training, and effective employee relations to ensure superior service is consistently provided.
- Growth, Retention and Marketing
- Plans and executes strategies to build their regional book of business and meet net revenue retention goals.
- Develops, maintains, and expands a network of industry relationships to identify revenue growth opportunities and enhance Zenith's market position.
- Active role in supporting client account owners' cross-sell, upsell and renewal motions across clients within their region (as necessary).
- Coordinates with the Sales & Marketing Team for new business development and the implementation of regional business strategies, planning, and goal setting to support business operations.
- Performs other duties as assigned.
Key Duties and Responsibilities - Client ownership
The Regional President may retain sole responsibility for the maintenance of a limited number of own clients (target maximum of three key clients).
- Manages all aspects of the client relationship and account management activities of the assigned client(s), to retain and strengthen client relationships.
- Directs the execution of a defined account strategies, remaining abreast of the specific needs of each assigned client, to develop a value-based client relationship.
- Sets and manages client expectations and account-related activities such as identifying and developing additional service opportunities and coordinating the delivery of ZAS services.
- Recommends and obtains renewals and partners with ZAS Legal Department to prepare contracts and amendments.
- Acts as liaison between the Boards of Trustees, and Professionals of the Benefit Funds with Zenith Operations Staff.
- Engages with participants as required.
- Partners with Operational Delivery Team, as well as Accounting and IT, to ensure operational effectiveness in maintaining top-quality client delivery.
- Monitors revenue, expenses, and profitability of assigned client(s) to ensure financial goals are met.
- Oversees all aspects of relationships with vendors, including analysis and reporting for vendors and third parties.
- Reviews and approves contracts and documentation including client financial statements, Summary Plan Descriptions, benefit communications, and other documents at the direction of client and fund counsel.
- Implements client requirements, filings, fund communications, and changes in benefit programs at the direction of client and fund counsel.
- Facilitates client meetings, including agenda, report generation and follow-up.
- Monitors government filings and current government regulations that may affect the operations of the Company or the client.
- Oversees quality and quantity of work produced to ensure compliance with regulatory requirements and Plan guidelines are consistently met.
Minimum Qualifications
- Education
- Bachelor's degree in a business-related field or equivalent.
- Industry experience
- Minimum 10 years of experience in a client-facing role.
- Experience managing major accounts, representing a substantial portion of total company revenue.
- Experience in a leadership role in a client-facing organization.
- Prior experience in a benefits, insurance, finance, or TPA environment.
- Professional experience working with Taft-Hartley clients and plan professionals.
- Working knowledge of Customer Relationship Management software or systems such as Salesforce or Smartsheet.
- Thorough knowledge of health and/or welfare group benefits plans and associated administration systems.
- Thorough understanding of compliance and regulatory procedures related to the administration and processing of health and welfare benefits.
- Understanding of benefits operations and processes (contribution/trust accounting, pensions, health & welfare)), including payment of claims, interpretation of contracts, communication of benefits, etc.
- Skills
- Strong financial background
- Aptitude for strategic thinking and experience executing process improvement measures.
- Ability to exercise independent judgment, manage multiple priorities, and consistently deliver high-caliber results.
- Strong decision-making and organizational skills with the ability to optimize the use of all available resources and deliver on multiple priorities.
- Skilled negotiator, with confidence navigating challenging conversations including diplomatic resolution of conflicts to achieve mutually beneficial outcomes.
- Ability to deliver organizational change and drive efficiency when managing a team.
- Effective mentor and leader, helping to nurture talent within the organization.
- Highly developed sense of professionalism, maturity, integrity, and commitment to customer satisfaction.
- Excellent verbal and written communication skills, including interpersonal and presentation skills.
- Proficient PC skills including Microsoft Word, Excel and Outlook skills. PowerPoint experience preferred.
- Ability to communicate effectively with all levels of an organization.
- Exceptional team player with the confidence and integrity to earn the confidence of the client(s) and the internal team quickly.
- Ability to effectively manage remote employees in diverse locations.
- Other
- Ability and willingness to travel on overnight or multi-day trips as necessary.
Preferred Qualifications
Master of Business Administration degree
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job. Duties, responsibilities and activities may change at any time with or without notice.
Working Conditions/Physical Effort
- Prolonged periods of sitting at a desk and working on a computer.
- Regular travel throughout multiple states.
- May be required to work remotely.
- Must be able to lift up to 15 pounds at times.
Disability Accommodation
Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruiting Department at , and we would be happy to assist you.
Zenith American Solutions
Real People. Real Solutions. National Reach. Local Expertise.
We are currently looking for a dedicated, energetic Regional President, Client Services with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day.
Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before.
We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American
We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more
Internals to Apply:
If you meet the minimum qualifications and are interested in applying for the above position, please submit an application.
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