Senior Director - Client Services

This position...

• Maintains accurate client records, keeping track of any contract updates and renewals.
• Oversees comprehensive project reviews and prepare detailed review documents.
• Conducts thorough research on upcoming and ongoing projects to ensure successful execution of all project plans.
• Develops a deep understanding of contract terms, payment methodologies, and technology and other shared service offerings.
• Manages receipt, review and response of liquidated damage and/or corrective action notices from Clients. As well as any subsequent remediation required.
• Maintains awareness of key Client metrics, working with shared service leaders (Call Center, Product) to drive business goals and obtain operational excellence.
• Analyzes analytics related to RNS, utilization, mileage and cost to inform decision making.
• Analyzes data related to operational performance, prepares presentations for client meetings.
• Maintains thorough documentation of meetings, action items, and follow up tasks.
• Reviews trends and metrics to ensure optimal utilization and performance.
• Builds and maintains relationships with key stakeholders, understands business goals and navigates complex stakeholder environments to facilitate project success and mutual ROI.
• Handles and resolves escalated member complaints effectively.
• Leads tiger team calls and resolutions committees to manage mitigation plans and performance trackers surrounding Corrective Action Plans, Quality Improvement Plans and Performance Improvement Plans.
• Collaborates with the Sales and Marketing teams to drive client retention and growth strategies.
• Introduces clients to our services and understands their organizational culture.
• Reviews contracts and statements of work (SOW).
• Aligns with client IT for deep dives and handle implementation pre-work.
• Manages de-implementation tasks across functional client teams.
• Oversees offboarding processes and ensure smooth project execution, escalating issues as necessary.
• May lead projects and perform other duties as assigned.

• Determines appropriate resourcing of staff in order to achieve goals and objectives.

• Builds an effective leadership team through mentoring and formal education that focuses on management and project management principles.
• Defines annual Key Performance Indicators aligned with corporate goals.
• Manages and mentors employees and/or managers on performance gaps, career development opportunities, and strategies.
• Manages and coaches employees and/or managers on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.
• Recognizes others’ contributions and share credit for success.
• Owns attainment of high employee satisfaction and retention.
• Leads development of program and initiatives within group to attain high employee satisfaction.
• Prepare and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

We are interested in speaking with individuals with the following...

• Bachelor's Degree in Business Administration, Project Management, or related field preferred. Master's Degree preferred.
• Twelve (12) plus years experience in project management.
• Eight (8) plus years leadership responsibility.
• Proven track record in managing large, complex projects and leading cross-functional teams.
• Leadership abilities to manage cross-functional teams and resolve complex issues.
• Experience with CAPs, QIPs, PIPs, and notices of deficiency management.
• Or equivalent combination of education and/or experience.