As a Health & Benefits Client Service Associate Director, you lead a book of clients and provide day-to-day leadership support to large, complex clients. Your extensive experience in managing relationships will ensure the retention, growth and selling of services to your existing and new clients. You will lead client service teams and foster relationships which add to your success. You demonstrate advanced skills and knowledge to drive client acquisition and strategic advisory services.

The Role

You will maintain and grow a book of clients and lead day-to-day management of complex clients with the following responsibilities:

• Maintaining client satisfaction and expanding revenue for a block of business

• Influencing key client decision makers by soliciting perspectives and addressing stated needs

• Creating demand by aligning growth opportunities with clients’ and prospects’ needs/objectives

• Generating and tracking of prospective new client business

• Onboarding of new client business including scoping and contracting

• Identifying client preferences, emerging market trends, best practices and patterns to understand client issues and implement solutions

• Leading client teams on delivery; ensuring progress against established objectives, contracting, budgets, timelines, deliverables, quality standards and ongoing client financial management

• Developing team members and managing interdependencies between workstreams/functions to ensure the delivery of superior client service to enhance client retention

• Guiding the alignment of strategies and deliverables to client objectives, providing general consulting support, carrier management and implementation oversight, as needed

• Supporting global benefit consultant team requirements and relationships

• Building relationships internally and collaborating effectively on cross-functional teams

• Finalizing and leading client presentations, in collaboration with client service and COE teams

• Following and ensuring team members apply internal excellence and compliance requirements to all projects

The Requirements

• 8+ years’ experience and demonstrated success in the design and management of complex client plans gained in a consulting or brokerage environment or similar experience in a consultative role at a carrier or vendor

• Proven track record of creating, managing and expanding client relationships

• Demonstrated expertise and business acumen that has driven client acquisition and expansion

• Record of leading clients across a diverse book of business by identifying client preferences, trends and patterns and developing tailored, longer-term client strategies

• Experience in leading the delivery of key services and results that drive client action and plan performance

• Demonstrated strong negotiation and relationship management skills

• Strong knowledge of vendors and vendor relationships

• Polished and well developed oral and written communication skills

• Flexibility and proven ability to identify and resolve issues

• Excellent Microsoft Office skills, particularly in Excel and PowerPoint

• Provincial Life and Health license required within 180 days of joining

• CEBS designation, or health and welfare actuarial or underwriting training desired

     Equal Opportunity Employer