Client services - Team Manager

About Navia Benefit Solutions:

We’re a people first benefit administrator that relies on a fast-growing team of creative thinkers, problem-solvers, and go-getters to bring our participant and client experience to the next level. Our mission? To create better lives and provide a simple and amazing benefits experience. If you love providing excellent service, innovating the way benefits are administered, and being part of an inclusive workplace community, you’ll fit right in.

The Client Services Team Manager is responsible for overseeing the daily operations of a Client Services team, ensuring client and broker satisfaction, and managing the deliverables, goals, and overall performance of their team members. They are accountable for coaching and development, employee engagement, and client retention.

• Managing Operations: Oversees a team of Client Service Managers to ensure efficiency and high-quality service, including hiring, training, and supervising team members to create high performing teams.
• Coaching and Development: Provides ongoing and consistent feedback to develop skills and improve performance, including Quality Assurance processes and regular coaching sessions to improve Client Satisfaction.
• Client Relationship Management: Handles client inquiries, complaints, and feedback to improve service standards, acting as a point of escalation for clients/brokers and internal Navia teams. Proactively maintains close relationships with clients and brokers, educating them on opportunities to further develop the partnership to address client challenges.
• Performance Management: Accountable for hitting goals and targets by evaluating performance, conducting reviews, handling promotions or disciplinary action. Reports team performance and action plans to improve based on gaps identified in data analysis.
• Change Management: Communicates priorities and updates to the team through regular team and individual meetings, acting as a change champion for the department.
• Process Improvement: Reports technical issues, identifies opportunities for process improvements, and contributes ideas for enhancing efficiency and effectiveness. Documents enhancements to processes to ensure scalability.
• Collaboration: Collaborate with partners cross-functionally to ensure a seamless and cohesive experience for clients.
• Compliance: Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility and renewals as needed.
• Other duties as assigned.

• 3-5 years of experience in benefits administration or employee benefits industry experience preferred.
• 3-5 years of direct client management experience preferred.
• 3-5 Years of People Management experience preferred.

• Basic computer skills and knowledge of Microsoft Word, Excel, Outlook, and Adobe.
• Excellent customer service skills, professionalism, and critical thinking skills.
• Excellent work attitude, adaptability, and multi-tasking abilities.
• Ability to travel as needed for client and employee meetings/benefit fairs.

Candidates within 30 miles of one of our four office locations may be asked to come into the office for a hybrid schedule depending on the role. Eligible candidates will reside in one of the following states: AZ, CA, CO, FL, GA, IL, IN, KS, MA, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, SD, TN, TX, UT, AND WA.

• Impact: Play a pivotal role in supporting employers and employees nationwide.
• Growth: Advance your skills with a team committed to excellence and innovation.
• Culture: Join a company that values collaboration, innovation, and customer-first solutions.

• Competitive Salary Range: $75,000-$100,000
• Generous health benefits
• Company sponsored wellness benefits
• Complimentary Life Insurance and Long-Term Disability Insurance
• Paid time off
• 6 Paid Holidays & 2 Paid Floating Holidays
• Work from home and hybrid schedules available!

Take the first step toward your new career in creating better lives — apply now!