Director, Client Relationship

3 weeks ago

Oak Brook, United States Zenith American Full time

**Title**:Director, Client Relationship **Department**:Client Services
**Bargaining Unit**: NBU **Grade**:N/A
**Position Type**: Exempt **Hours per Week**: 40
**Posting Deadline**: 05/08/2024

**Position** **Summary**

The Director, Client Relationship directly leads a defined book of business (BOB), comprising a set of named clients, in accordance with Company guidelines, client needs, and regulatory requirements. The Director, Client Relationship acts in a mentorship role to their BOB's assigned team.
- "Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."_

**Key** **Duties** **and** **Responsibilities**
- 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 strategy, 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.
- Pursues and executes cross-sell, upsell and renewal motions across their BOB.
- Recommends and obtains client fee increases, 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 client fund participants as required, for example via external retirement seminars.
- Partners with the Zenith Operations organization, as well as Accounting and IT, to ensure operational effectiveness in dealing with critical client issues and in maintaining top-quality client delivery.
- Monitors revenue, expenses, and profitability of assigned client(s) to ensure financial goals are met.
- Assists in the implementation of newly assigned clients.
- 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.
- (Where relevant) Mentors team, demonstrating leadership qualities consistent with management values and mission.
- Develops staff through performance management, goal setting, training, and effective employee relations.
- Responsible for lead generation from existing industry relationships including BOB referrals, and in pursuing additional funds/services with existing clients.
- Assists Regional President in coordinating projects related to operational improvement and efficiencies, including internal/external communications, target setting, and resource management.
- Performs other duties as assigned.

**Minimum** **Qualifications**
- Education
- Associate's degree in a business-related field.
- Industry experience
- 5+ years of experience in client management, sales, or account management.
- Experience in a leadership role in client management.
- Prior experience in 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 (health & welfare and retirement), including payment of claims, interpretation of contracts, communication of benefits, etc.
- Skills
- 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.
- Effective mentor to junior colleagues, helping to nurture talent within the team.
- Highly developed sense of professionalism, maturity, integrity, and commitment to customer satisfaction.
- Ex

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