- The Director is charged with achieving high quality of service across the client base supported by their service center, meeting agreed upon departmental deliverables and ensuring key operational performance metrics are met.
- Determines service organizational structure and development needs for their client segments. Creates workforce forecasting and plans to ensure staffing for the client service function, appropriate training plan and career – path development for our evolving business needs.
- Provide necessary leadership to enhance and improve client relationships through a high performing team of service personnel who are charged with "owning the relationships" of our clients. Manage cross functional team support and develop strong business relationships throughout the organization.
- Work within and recommend new performance metrics, definition, and process to measure key performance indicators. Ability to set the vision and culture for continuous process and quality improvement within the service center. Reports on metrics and action plans to entire team and senior management.
- Work with other service directors in Schaumburg and other centers to maintain consistent service model designs and processes and to drive change and improvement agendas across the service function.
- The Director may handle service delivery escalations that require senior management intervention to remedy any service failures.
- Ensure all internal audit and compliance requirements are met. Oversee leaders that serve as point people for internal audit and compliance requests.
- Make recommendations and contribute to the design and implementation of new product functionality and additional service offerings.
- Lead, coach, motivate, and develop management staff. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent.
- Communicates to their client services teams to ensure employee understanding and engagement. Presents, along with management team, new policies, and initiatives to team.
- Improve client loyalty as measured through NPS surveys and client retention.
- Prepares and reports on location's annual budget (headcount plan, productivity goals and capital expenditures). Manage expenses to the established budget/plan.
- Ability to travel to remote service centers.
- Minimum 5 years senior leadership experience with emphasis on customer service (ideally in a payroll service bureau environment).
- Bachelor's degree required.
- Proven leadership competencies running service centers, call centers, or other similar client experience operation.
- Proven experience leading through significant growth.
- Experience driving cross-functional process improvement initiatives.
- Experience with process design and roll-out in a B2B environment that keeps the client experience at the forefront of the decision making and implementation process.
- Broad and deep knowledge of Payroll/HRIS/Time and Attendance.
- Strong judgment with the proven ability to balance growth, retention and profitability business goals against operational constraints and risk.
- Ability to build strong and effective relationships which introduce win-win solutions across departments and with clients.
- Ability to demonstrate leadership style, supported by clear understandable strategies with a strong focus on results.
- Demonstrated success as a strong and influential negotiator.
- Demonstrated ability implementing scalable business processes during periods of high growth.
- Proven ability to drive decisions and actions among diverse groups to achieve goals.
- Excellent verbal/written communication skills.
- Highly complex problem-solving ability.
- Ability to work effectively within the organization where the position does not have responsibility over functional teams but does have overall responsibility for client satisfaction and retention.
-
Client Servicing Analyst
5 days ago
Clearwater Analytics Holdings Inc. Boise, United StatesJob Summary: · Client Servicing Analysts are responsible for delivering top-notch operational support and fostering strong relationships with Clearwater's global clients. They excel in addressing inquiries related to investment and accounting matters, serving as a vital link betw ...
-
Director, Client Services
3 weeks ago
Juno Search Partners Boise, United StatesJuno Search Partners is a certified women-founded and women-led talent solutions firm with extensive experience in the placement of accounting, administrative, finance, human resources, legal, marketing, operations, and technology candidates nationwide. · * Hybrid - Boise, Idaho* ...
-
Manager of Client Services
4 days ago
Idaho State Job Bank Boise, United StatesManager of Client Services at R1 RCM in Boise, Idaho, United States Job Description R1 RCM Inc. is a leading provider of technology-enabled revenue cycle management services which transform and solve challenges across health systems, hospitals and physician practices. Headquarter ...
-
Client Services Coordinator
1 week ago
Idaho State Job Bank Boise, United StatesClient Services Coordinator / Department Administrative Assistant at Dorsey & Whitney LLP in Boise, Idaho, United States Job Description Client Services Coordinator / Department Administrative Assistant We are seeking aClient Services Coordinator / Department Administrative Assis ...
-
Client Service Specialist
6 days ago
Idaho State Job Bank Boise, United StatesClient Service Specialist at Umpqua Bank in Boise, Idaho, United States Job Description Client Service Specialist Retail Banking Group Boise, Idaho Description About Us: Umpqua Bank is a publicly traded financial holdings company, headquartered in the Pacific Northwest with 6,000 ...
-
Client Servicing Associate
2 days ago
Clearwater Analytics Holdings Inc. Boise, United StatesJob Summary: · Client Servicing Associates are responsible for delivering top-notch operational support and fostering strong relationships with Clearwater's global clients. They excel in addressing inquiries related to investment and accounting matters, serving as a vital link be ...
-
Client Services Specialist
2 weeks ago
Idaho State Job Bank Boise, United StatesClient Services Specialist at R1 RCM in Boise, Idaho, United States Job Description As our Client Services Specialist, you will help monitor and resolve support tickets to get users added to our application. Everyday you will manage and resolve tickets, support any team projects ...
-
Client Servicing Associate
3 weeks ago
Clearwater Analytics Holdings Inc. Boise, United States Full timeJob Summary: · Client Servicing Associates are responsible for delivering top-notch operational support and fostering strong relationships with Clearwater's global clients. They excel in addressing inquiries related to investment and accounting matters, serving as a vital link be ...
-
Client Service Manager
6 days ago
Idaho State Job Bank Boise, United StatesClient Service Manager - HNAS at Highmark Health in Boise, Idaho, United States Job Description Company : Highmark Inc. Job Description : JOB SUMMARY This job partners with assigned Client Managers to maintain and grow existing business and ensure that positive account relationsh ...
-
Client Servicing Associate
6 days ago
Clearwater Analytics Boise, United StatesJob Summary: Client Servicing Analysts are responsible for delivering top-notch operational support and fostering strong relationships with Clearwater's global clients. They excel in addressing inquiries related to investment and accounting matters, serving as a vital link betwee ...
-
Client Servicing Team Lead
2 days ago
Clearwater Analytics Boise, United StatesJob Summary: · Client Servicing Team Leads are responsible for leading and managing a team of client servicing professionals, focused on maximizing employee engagement, and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. Th ...
-
Client Servicing Team Lead
4 days ago
Clearwater Analytics Holdings Inc. Boise, United StatesJob Summary: · Client Servicing Team Leads are responsible for leading and managing a team of client servicing professionals, focused on maximizing employee engagement, and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability. The ...
-
Lead Client Servicing Associate
1 week ago
Clearwater Analytics Holdings Inc. Boise, United StatesJob Summary: · Lead Client Servicing Associates are responsible for delivering top-notch operational support and fostering strong relationships with Clearwater's global clients. They excel in addressing inquiries related to investment and accounting matters, serving as a vital li ...
-
Textura Client Services Consultant
1 week ago
Idaho State Job Bank Boise, United StatesTextura Client Services Consultant at Oracle in Boise, Idaho, United States Job Description Job Description Oracle Textura Payment Management (TPM) is a cloud-based software service that streamlines the construction billing and payment process. It is the first of its kind in the ...
-
Client Services Healthcare Data Analyst
4 days ago
Milliman Boise, United States Full timeCompany Overview: · Leading with our core values of Quality, Integrity, and Opportunity, MedInsight is one of the healthcare industry's most trusted solutions for healthcare intelligence. Our company purpose is to empower easy, data-driven decision-making on important healthcare ...
-
Idaho State Job Bank Boise, United StatesSenior Manager, Entegra Client Services Support at Sodexo in Boise, Idaho, United States Job Description Unit Description Entegra Procurement Services is a fast-growing and dynamic division of Sodexo and part of a global procurement network that manages more than $36 billion in s ...
-
Idaho State Job Bank Boise, United StatesCloud Consulting Client Partner, Financial Services Industry at Oracle in Boise, Idaho, United States Job Description Job Description Oracle's mission is to help people see data in new ways, discover insights, and unlock endless possibilities At Oracle Consulting, we're building ...
-
Client Services Manager
1 week ago
Idaho State Job Bank Meridian, United StatesClient Services Manager - Executive Team at Paylocity in Meridian, Idaho, United States Job Description When you feel like you belong, work is no longer work - it's personal. At Paylocity, we believe better employees lead to better companies. Workplaces and cultures that care wil ...
-
Manager Client Services
5 days ago
Paylocity Meridian, United States· Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use produ ...
-
Idaho State Job Bank Boise, United StatesClient Relationship Senior Manager, Global Services at Lumen in Boise, Idaho, United States Job Description About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are bu ...
Director, Client Services - Boise, United States - Juno Search Partners - Open Positions
Description
Job Description
Job DescriptionJuno Search Partners is a certified women-founded and women-led talent solutions firm with extensive experience in the placement of accounting, administrative, finance, human resources, legal, marketing, operations, and technology candidates nationwide.***Hybrid - Boise, Idaho***We are hiring for a Director of Client Services to drive high-level leadership for the service delivery of HRIS solutions for our service center. The Director will be tasked to drive the Service delivery strategy and its execution and be accountable for performance, retention and customer satisfaction while reviewing expansion opportunities to ensure scalability and business continuity.The Director, Client Services will share leadership responsibilities for our client center with other directors and be accountable for 5-8 client teams (with 4-6 managers and 2-4 team leads per team) and over 150 employees supporting approximately 25% of our clients across the US (with majority of clients based in Mountain and Pacific time zones).
This company has grown revenue by more than 25% each year over the past 3 years and plans to continue this growth rate. Therefore, we are looking for a leader who can create scalability for our service delivery model, is agile, able to strategically implement process improvements and change strategies, identify expansion opportunities, and maintain client satisfaction and loyalty through a growth mode. This position will be measured by retention, profitability, and customer satisfaction.ResponsibilitiesThe below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Preferred Qualifications
Director, Client Services professionals in Boise
-
Ryan McDaniel
Project Manager
-
PCAM Services
restoration
-
Liam Smith
Full Stack Developer Web Design
-
Brandon Lyon
Human Resources/Talent Acquisition
-
Christopher Verner
Channel Sales Executive & Solution Architect
-
trevor wilford
Data Scientist / System Architect