Director of Client Services

JOB DESCRIPTIONPosition Summary:Plays a crucial role in implementing and managing the company's client services department. Reporting to Senior Management, this position is a working role with minimal supervision and responsible for overseeing the day-to-day operations of the client services team and ensuring alignment with the company's strategic goals. The Director works closely with clients, staff, and independent consultants to manage and deliver client services across various industries.Possess a deep understanding of Aspen's unique industry niche, which serves a diverse clientele that includes insurance carriers, captives, brokers, direct clients (commercial and governmental), and other stakeholders. Furthermore, the position requires the development and implementation of internal systems to efficiently manage assignments and clients while upholding an unwavering commitment to service excellence. Working with senior management, the Director must balance short term assignment performance with financial management.Oversees the delivery of client services functions across Aspen's portfolio including:Managing client relationships and overseeing the workload and performance of Aspen Consultants, Independent Consultants, and Contractors. The role requires strong time management and communication skills, as well as the ability to exercise independent judgment in balancing client service needs with the management of loss control professionals.Providing advanced administrative and operational support for revenue generation, enhancing productivity, and ensuring exceptional client satisfaction for the overall programs. The responsibilities include managing complex client interactions, leading process improvement initiatives, and independently handling high-priority client accounts.Facilitating the quality control (QC/QA) of work produced by safety and loss control consultants and delivering a final product to clients. The QC process regularly requires discretion and independent judgment.Provides leadership and day-to-day management of client services team members.Essential Duties and Responsibilities:Leadership and Team Management:Manages and mentors a team of client services professionals, fostering a culture of professional growth, continuous improvement, and excellence, which enhances overall performance.Collaborates with the VP and Director of Risk and Safety Consulting to develop and implement departmental strategies and objectives.Ensures team members have the necessary resources and training to perform their duties effectively.Technical Expertise and Consulting:Acts as a Risk and Safety Consultant when necessary, supporting clients and consultants in challenging, high-level scenarios.Exhibits deep knowledge of workplace safety regulations, liability issues, and industry-specific risk factors across various sectors.Mentors and guides staff, elevating the overall technical proficiency of the team and establishing themselves as respected subject matter experts within the organization.Evaluates and implements new technologies to enhance risk assessment and safety management.Operational Management:Oversees the allocation of resources within the department to ensure efficient operations and optimal service delivery.Monitors departmental performance against key metrics and implements improvements as needed.Collaborates with other departments to ensure seamless integration of risk management and safety services across the organization.Assists senior management with monthly reporting and analysisImplements corrective actions when necessary for budget variances.Identifies and pursues improvement opportunities without compromising service quality or team morale.Ensures compliance with financial policies and procedures, maintaining fiscal responsibilityClient Services and Relationship Management:Ensures team excellence across client services operations and ensures:Performs effective management and care of large accounts, members and clients, which includes ensuring creation of service plans, developing reporting responsibilities, and assigning the most appropriate consultant resources.Makes independent decisions and determines ultimate billable amounts for individual clients based on consultant tracking sheets, clients, and other related factors.Conducts or overseas final audits and quality control of reports and work conducted by field consultants before delivery to clients. Maintains criteria and deliver training related to QC for your programs.Provides loss control guidance and coaching to internal and external safety consultants (based on technical skills and specialized training).Resolves consultant challenges of making appointments, interactions with brokers, and lack of information with particular clients.Overseas correspondence with clients relating to whether or not safety recommendations have been adequately completed. Provides follow-up to clients and insureds based on technical skills and experience.Creates and monitors key process improvement measurements. Involves fellow team members in collaborative decisions based upon the company's decision-making guidelines.Directs consultants in creating appropriate service plans and timetables that align with client and operational needs.Develop and maintain effective business and personal relationships with all clients and program management.Prepares periodic client status reports and other management reports as requested.Manages intake of new client assignments, distribute, track, review, edit, and submit to clients. Track and ensure proper invoicing of client work.Ensures the status of open assignments, reports and timelines. Conducts regular and continual follow-up for completion of assignments.Additional Functions and Responsibilities:Contributes to the development of risk, safety, and ergonomics services.Mentors junior staff members and facilitates their professional development.Assists in recruiting and onboarding new team members and independent consultants.Supports senior management in preparing reports for executive leadership and the board of directors.Undertakes special projects or additional responsibilities as assigned.EQUIPMENT OPERATED/USED: Computer, copier, printer, and other office equipment.SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire per TRISTAR policy.QUALIFICATIONS:Education and ExperienceBachelor's degree in a related field (e.g., Occupational Safety and Health, Risk Management, Engineering) is desired or equivalent practical experience.Relevant safety designations (e.g., CSP, ARM, COSS, ASP, ALCM, CRM) are strongly preferred.Minimum of 5+ years in a team leadership role relevant for this positionMinimum of 8+ years of loss control experience managing accounts and consultantsUnderwriting or loss control experience supporting workers' compensation, general liability and auto liability lines of insuranceExpert knowledge of Cal/OSHA and federal OSHA regulations, and experience in applying that knowledge to quality control of client deliverablesProficiency in Microsoft Office products, RCT or similar toolsAdditional Eligibility/QualificationsMust have a valid driver's license throughout employment with AspenMust authorize Aspen to enroll the employee in the California Employers Pull Notice Program for the duration of their employment Work Authorization/Security Clearance.Travel may be required to meet with clients or consultants or attend marketing events. 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