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Director, Client Services

Newfront Insurance Services Inc.

Job Overview

Location

Seattle

Job Type

Full-time

Full Job Description

📋 Description

• **Lead and Cultivate a High-Performing Account Management Team:** As the Director, Client Services, you will be instrumental in shaping and guiding our Account Management team. This involves not just day-to-day oversight but also strategic leadership in staffing, comprehensive training programs, robust performance management, and efficient resource allocation. Your mission is to foster a culture that is deeply client-focused, ensuring that every interaction and every deliverable reflects our commitment to service excellence. You will be responsible for assigning and meticulously managing workloads, setting clear timelines, and ensuring the successful completion of all team deliverables, empowering your team to achieve their full potential.
• **Drive Operational Excellence Across a Complex Book of Business:** You will take ownership of an intricate portfolio of client accounts, encompassing critical functions such as Group AHP (Guaranteed Association Health Plan) launches, annual renewal processes, and the seamless execution of ongoing operational activities. This role demands a proactive approach to managing the end-to-end client experience, ensuring that all aspects of our service delivery are optimized for efficiency and effectiveness.
• **Serve as the Premier Client, Carrier, and TPA Liaison:** This position places you at the forefront of our external relationships. You will act as the primary point of contact for our valued clients, our insurance carrier partners, and our Third-Party Administrators (TPAs). Your role is to ensure deep engagement, cultivate strong partnerships, and maintain strategic alignment across all parties, fostering an environment of trust and collaboration.
• **Orchestrate Strategic Program-Level Operations Meetings:** You will lead and facilitate critical monthly program-level operations meetings. In these forums, you will set clear agendas, establish precise timelines, communicate expectations with unwavering clarity, and ensure robust accountability from TPAs and carriers. This ensures that our operational commitments are met consistently and effectively.
• **Oversee and Deliver Key Operational Documentation:** A crucial aspect of your role will be the meticulous oversight of all operational deliverables. This includes the timely and accurate production of renewal bulletins, confirmation letters, trust stewardship presentations, and comprehensive annual reports. Your attention to detail here is paramount to maintaining client confidence and ensuring regulatory compliance.
• **Maintain Data Integrity and System Accuracy:** You will be responsible for ensuring that all client and operational data is accurately documented and maintained within our Agency Management System. Furthermore, you will play a key role in supporting annual web content audits, ensuring our digital presence is up-to-date and reflective of our services.
• **Coordinate Comprehensive Client Reporting:** You will oversee the coordination of bi-weekly client reporting, providing essential updates on operational performance, sales activities, and marketing initiatives. This consistent flow of information is vital for maintaining transparency and demonstrating value to our clients.
• **Support Sales Team with Strategic Planning and Execution:** During critical renewal and sales periods, you will provide invaluable support to our sales team. This includes assisting with transaction planning and contributing to strategic initiatives that drive growth and client retention.
• **Identify and Capitalize on Cross-Selling and Upselling Opportunities:** A key strategic objective is to identify and implement opportunities to introduce additional products and services. By leveraging your deep understanding of client needs and our extensive network of carrier and TPA partnerships, you will drive revenue growth and enhance the value proposition for our clients.
• **Contribute to Carrier Management and Strategic Planning:** You will actively participate in the development and execution of our carrier management strategy, contribute to the overarching AP strategic planning process, and provide support for ad hoc reporting requests, bringing your expertise to bear on broader organizational goals.
• **Represent Newfront at Industry Engagements:** You will have the opportunity to represent Newfront at key industry events, seminars, and networking functions. This is a chance to build our brand presence, forge new relationships, and stay abreast of industry trends and best practices.
• **Embrace a Hybrid Work Model:** This role offers a hybrid work arrangement, blending the collaborative energy of our Seattle office with the flexibility of remote work. You will be expected to be in the Seattle office three days per week, with two days designated for remote work, providing a balanced approach to productivity and work-life integration.

🎯 Requirements

• Minimum of 8 years of experience in the employee benefits industry.
• Proven track record of successfully managing a team within a complex account management or insurance services environment.
• Demonstrated strong client relationship management skills and a strategic mindset.
• Excellent organizational, communication, and leadership abilities.
• Ability to manage multiple priorities and diverse stakeholders in a fast-paced, dynamic environment.
• Washington State Life and Health License (required within three months of employment).

🏖️ Benefits

• Competitive base salary with potential for bonus, restricted stock units, and discretionary awards.
• Comprehensive medical, financial, and other benefits.
• Eligibility for 401(k) plan.
• Generous paid time off, including vacation, sick time, and parental leave.
• Hybrid remote work schedule offering flexibility.
• Opportunity to work with a leading firm in the employee benefits space.

Skills & Technologies

Remote

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Newfront Insurance Services Inc.

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About Newfront Insurance Services Inc.

Newfront is a technology-enabled insurance brokerage firm that provides a modern approach to employee benefits and business insurance. By integrating cutting-edge technology with expert advice, Newfront aims to simplify the complex world of insurance for its clients. They offer a comprehensive suite of services, including health insurance, retirement plans, workers' compensation, and property and casualty insurance. Their platform allows for streamlined administration, data-driven insights, and personalized support, ensuring businesses can manage their risks effectively and provide valuable benefits to their employees. Newfront focuses on building strong relationships and delivering innovative solutions to meet the evolving needs of companies across various industries.

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