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Mgr, Preferred Client Mgmt

The Company:  CAIC
The Location: 

SC, US

The Division:  Group Benefits Operations
Job Id:  3717

                                                                                                                                                                                                                                                                                                                      

Job Summary

Manages a service delivery team responsible for implementation of pre-sale and post-sale enrollment/service activities; responsible for overall health of the assigned broker block of business and ensures enrollment and service solutions are put in place to meet the customers' needs; participates in the development of long and short-range strategic plans and priorities for assigned brokers and ensures goals and objectives related to the strategic plans are met    

 

Principal Duties & Responsibilities

Manages the day to day functions of the assigned service delivery team; participates in the development of long and short-range strategic plans and priorities for assigned brokers and ensures goals and objectives related to the strategic plans are met; responsible for overall health of the assigned broker block of business and oversees assigned broker’s benefits teams; collaborates with assigned service delivery team to support the management of assigned broker’s cases to foster productive working relationships

 

• Provides oversight of implementation of pre-sale and post-sale enrollment /service activities such as customized proposals for delivery to broker, serve as a liaison in a consultative capacity requiring higher technical and industry experience, makes recommendations to ensure enrollment and service solutions are put in place to meet the Broker needs; oversees coordination of implementation of technology with internal and external customers to facilitate data exchange

 

• Maintains a relationship with Aflac’s highest producing firms, offers a superior experience for enrollment system setup, billing and reporting solutions, timelines, ongoing administrative setup/support for most complex cases; monitors ongoing activities; develops and maintains written records and materials regarding administrative support of the account

 

• Provides dedicated support for assigned accounts with accurate, timely and transparent delivery of account level stewardship reporting, decision-support tools, and enrollment solutions after the case is sold; proactively provides insight regarding broker/account renewal opportunities as they become available to build and fill gaps within the book of business; executes a renewal and re-enrollment strategy for the account that drives premium and increases customer satisfaction; provides consultative commission support, implements strategies and leverages Aflac services for new and existing clients; ensures requirements for initial account set-up and re-enrollment activities are met for assigned accounts with business units

 

• Partners with the internal business units to quickly resolve any client question or issue, whether relating to technology, account enrollment, claims, etc.; acts as a liaison requiring expertise at a higher technical and administrative level; handles complicated or unique service issues and ensures that the results meet the business need

 

• Stays abreast of industry/broker service best practices through competitive intelligence, and industry periodicals; industry seminars, broker focus groups, drives the overall customer/broker experience for accounts serviced; proactively identifies new service requirements in response to account/broker administration issues; maintains contact with broker’s to ensure quality service, facilitating surveys if needed; provides insight to help shape the account’s service needs as they evolve

 

• Travels to accounts as determined by the broker/account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 25%)

 

• Performs other duties as required

 

Education & Experience Required

  • Bachelor's Degree in related field
  • 6-8 years of related work experience
  • 4 years experience in a supervisory/managerial capacity

Or an equivalent combination of education and experience

 

Education & Experience Preferred

  • Experience in a service related area such as claims, client services, sales support, coordinating activities associated with the processing of group enrollments

 

Job Knowledge & Skills

• Proficient in broker and industry practices as pertains to product, enrollment techniques, and service needs of the client

 

• Understanding of Aflac/Aflac Group’s products and services, affiliated systems and applicable operational policies and procedures

 

• Knowledgeable in processes related to acquisition, implementation, service and billing of accounts

 

• Strong project management, leadership, problem solving and practice development skills

 

• Strong personal computer skills with experience in Windows-based software

 

• Excellent negotiation, presentation, public speaking, written & verbal communication skills   

 

 

Competencies

  • Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments
  • Communicating Effectively - Expresses ideas and information in a clear and concise manner; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener
  • Pursuing Self-Development - Demonstrates ambition and desire to move forward in his/her career; engages others in discussions about career development; seeks feedback on ways to increase his/her performance; takes advantage of opportunities to build new skills and capabilities
  • Serving Customers - Builds strong relationships with customers; stays aware of customer needs, concerns and satisfaction; responds promptly to customer questions and requests; effectively manages
  • Supporting Change - Enthusiastically participates in new change initiatives and programs; focuses on reasons why changes will work and how they will be beneficial
  • Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals
  • Working with Diverse Populations - Shows respect for the beliefs and traditions of others; encourages and promotes practices that support cultural diversity; discourages behaviors or practices that may be perceived as unfair, biased, or critical toward people with certain backgrounds