Director of Client Services
- Westport, CT
- $120,000 per year
- Permanent
- Full-time
Location: Westport, CT
Salary: $120,000 â 170,000
Contact: Paul Chatlos, pchatlos@smithhanley.comOur client seeks a Director of Client Services to build and manage a team that works directly with policyholders. The ideal candidate will have experience building and managing a team that is customer facing, experience building and scaling business operations, and a demonstrated ability to problem-solve. This position represents an opportunity to join a small team and help influence the growth and strategic direction of the company. A successful candidate will be a highly focused self-starter who enjoys independent work, with minimal supervision, and being part of a small, entrepreneurial team.Director of Client Services Roles and Responsibilities:-Manage and build a team of Client Service Managers
-Develop and implement a strategy and roadmap for organizational excellence and the Key Performance indicators (KPI)s to measure effectiveness.
-Oversee firm level Service Level Agreements (SLAs), and troubleshoot instances where SLAs are not met.
-Recommend and implement ideas for tactical and strategic improvements to existing processes.
-End-to-end case management of high value inbound opportunities from lead stage to final contracting, by liaising with policy holders with empathy, professionalism, and efficiency;
-Generation of quotes for policy holders by gaining an understanding of the key financial dynamics and closing mechanics of each case;
-Management of case level applications and contracts, including a review of returned contracts for content and completeness;
-Performing qualitative due diligence on current opportunities by assessing potential risk factors on individual cases, and becoming familiar with the applicable laws and regulations related to individual opportunities;
-Management and supervision of leads using internal Customer Relationship Management (“CRM”) system; and predicting, avoiding and/or resolving challenges as they arise with initiative and persistence;
-Identification of new opportunities to continually grow the business.Director of Client Services Job Qualifications and Requirements:-5+ yearsâ experience in customer service and/or financial services;
-Ability to coach, train, and lead a team;
-Comfortable with financial concepts such as Net Present Value
-Strong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externally;
-Strong written communication skills for both internal communication of proposals and business decision-making more generally, and for interactions with external counterparties.
-Comfort working independently, with little supervision;
-Ability to thrive in a fast-paced environment;
-Exceptional organizational skills with a high consideration to detail and accuracy;
-Comfort with Microsoft Office suite (MS Excel, MS Word, MS PowerPoint);
-CRM Experience (specifically Microsoft Dynamics) a plus