Client Services Manager

Summary/Objective:Manages programs and client relationships and oversees the workload and performance of Aspen Consultants, Independent Consultants, and Contractors for some of our largest accounts. 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.Provides advanced administrative and operational support for revenue generation, enhances productivity, and ensures exceptional client satisfaction for key programs. The responsibilities include managing complex client interactions, leading process improvement initiatives, and independently handling high-priority client accounts.Manages 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:This position requires minimal supervision and manages the following duties, responsibilities, and functions: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. Tracks and ensures proper invoicing of client work.Ensures the status of open assignments, reports and timelines. Conducts regular and continual follow-up for completion of assignments.Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job.Duties, responsibilities, and activities may change at any time with or without notice.EQUIPMENT OPERATED/USED: Computer, copier, printer, and other office equipment.SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire per TRISTAR policy.Required Education and ExperienceBachelor's degree in a related field (e.g., Occupational Safety and Health, Risk Management) desired or equivalent practical experience.Relevant certifications (e.g., CSP, ARM, COSS, ASP, ALCM, CRM) are strongly preferred.Minimum of 4+ years of loss control experience managing accounts and consultantsUnderwriting or loss control experience supporting workers' compensation, general liability and auto liability lines of insuranceWorking 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. (