Job Description
Summary:
The Director of Account Management is a key leadership role responsible for overseeing the account management team within the Employee Benefits department. This role ensures the delivery of exceptional service to our clients, drives client retention, and fosters a culture of collaboration and continuous improvement within the team. The Director will lead a team of at least 10 account management professionals, providing guidance, mentorship, and strategic direction.
Essential Duties and Responsibilities:
Team Leadership and Management:
- Lead, manage, and mentor a team of 10+ account managers, fostering a positive, collaborative, and results-oriented work environment.
- Set clear performance expectations, provide regular feedback, conduct performance reviews, and implement development plans to enhance team skills and performance.
- Ensure team adherence to agency policies, procedures, and best practices.
- Manage team workload, allocate resources effectively, and optimize processes to maximize efficiency and client satisfaction.
- Recruit, hire, and train new account management staff.
Client Relationship Management:
- Oversee a team that is over a strategic portfolio of key client accounts, ensuring their needs are met and expectations are exceeded.
- Serve as an escalation point for complex client issues, working to resolve problems effectively and efficiently.
- Develop and maintain strong relationships with key client stakeholders, understanding their business objectives and aligning our services to support their goals.
- Conduct regular client meetings and business reviews to assess satisfaction, identify opportunities for improvement, and ensure ongoing alignment.
Service Delivery and Operations:
- Ensure the timely and accurate delivery of all account management services, including but not limited to: benefit plan administration, renewals, compliance, and claims resolution.
- Collaborate with other departments (e.g., sales, underwriting, compliance) to ensure seamless service delivery and client satisfaction.
- Identify and implement process improvements to enhance service quality, efficiency, and scalability.
- Monitor key performance indicators (KPIs) related to client retention, service delivery, and team performance, and develop strategies to achieve targets.
Qualifications:
- Education and Experience:
- Bachelor's degree in business administration, or a related field.
- Minimum of 5-10 years of experience in employee benefits account management.
- Minimum of 2 years of experience managing and leading a team of at least 10 employees.
- Industry Knowledge:
- In-depth knowledge of employee benefits programs, including health insurance, retirement plans, and ancillary benefits.
- Skills and Abilities:
- Excellent leadership, management, and team-building skills.
- Proven ability to motivate, coach, and develop a high-performing team.
- Exceptional client relationship management and communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Proficiency in agency management systems (e.g., Epic) and Microsoft Office Suite.
- Excellent written and verbal communication skills.
- Licenses and Certifications:
- Life and Health Insurance License
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