Director, Client Services Resume Samples

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S Wyman

Sonny

Wyman

47095 Adaline Via

Phoenix

+1 (555) 280 9106

47095 Adaline Via

Phoenix

Phone

p +1 (555) 280 9106

Experience Experience

New York, NY

Director, Client Services

New York, NY

Ankunding, Hackett and Cummerata

New York, NY

Director, Client Services

Create operational plans for Customer Service aligned with the strategy and lead the execution of the plan with the team
Responsible for the development, monitoring, and analysis of service delivery metrics to drive the continuous improvement process to ensure SLA's are continually met and continually improved
Participate in the development and maintenance of a knowledge management system, continuously improving knowledge base for incident resolution and user self-service
Develop plans to drive efficiency to the operations that maximize improved service quality and decreased costs
Function as the escalation point for production issues and follow through to resolution
Lead a team comprised of employees and contractors generally within the Service Desk arena
Focused on growing a strong team aligned with Chanel and the business with consistent delivery of business-value

San Francisco, CA

Director of Client Services

San Francisco, CA

Barrows, Cummings and Gerhold

San Francisco, CA

Director of Client Services

Assist managers and supervisors in resolving conflicts, issues or difficulties in the performance of their work or that of their teams
Prepare and deliver performance evaluations and discipline or development activities for team managers and supervisors
Work with internal management team to develop client relationships within existing accounts and new accounts focused on the healthcare industry
Assist in implementation, communication and enforcement of corporate and management directives, policies and procedures
Continuously develop audit process improvements
Manage and review work of staff to ensure records are accurate, up-to-date and processed efficiently in a timely manner
Ensure work procedures and responsibility grids are documented and periodically updated to accurately reflect work being done

present

Dallas, TX

Associate Director Client Services

Dallas, TX

Shields-Sawayn

present

Dallas, TX

Associate Director Client Services

present

Develop and maintain operational relationships with in-network/out-of-network Specialty Pharmacies
Present capabilities and analytic results to clients, and provide updates related to progress for contracted work
Work closely and effectively with development team members
Manage to budget
Establish and maintain adherence to program business rules and related SOPs
Make pricing recommendations for data projects and application licenses
Drive insights from data aggregation and analysis to recommend and implement program improvements

Education Education

Bachelor’s Degree in Accounting

Clark Atlanta University

Bachelor’s Degree in Accounting

Skills Skills

Strong organizational skills and an orientation toward strict attention to detail, and meeting deadlines
Demonstrated success working in a high volume, high intensity environment and an ability to get closure on issues promptly
Strong understanding of Mutual Funds Operations, and the 40Act
On time, to quality, delivery of projects and initiatives
Strong client service skills, ensuring all parties feel like they are receiving the highest level of customer service
Satisfied internal and external parties, particularly investment/trading teams, sales and distribution, legal and compliance, product development, risk management, and external institutional clients
Proficient computer skills, particularly with Microsoft Office
Professional and decisive with outstanding business judgment
Excellent oral and written communication skills
Proven record of collaborating with colleagues across geographic and functional boundaries

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Institutional Client Services, Director Resume Examples & Samples

Responsible for day to day Operations management, escalation and resolution of issues, as well as longer term projects
In relation to our registered funds, accountable for coordinating the resolution of all operations issues with both internal and external parties, particularly with the investment/trading teams, other MSIM support functions (e.g. sales and distribution, legal and compliance, product development, risk management), external institutional clients, and the Transfer agent
Develop procedures and assist the team in onboarding the support of the SICAV funds
Process and control Intermediary Invoices. Liaise with Transfer Agent and Distribution to ensure control is maintained. Look to enhance processes in terms of control and efficiency
Serve as the point of escalation for operational risk exposures, and lead discussions regarding new or enhanced operational requirements and deliverables. This will include the take-on, termination, and transition of new client or fund mandates
Assist with the production of client meeting materials, client questionnaires, and RFI/RFP responses, as required
Represent MSIM operations in senior capacity related to deliverables for internal audit, SAS70, SOX, cross-MSIM/divisional working committees
Examples of longer term projects might include a migration to a new system, to a new vendor, new Fund set up, new product launches, as well as internal projects such as risk control self-assessments or activity based costing analysis
Strong organizational skills and an orientation toward strict attention to detail, and meeting deadlines
Demonstrated success working in a high volume, high intensity environment and an ability to get closure on issues promptly
Strong understanding of Mutual Funds Operations, and the 40Act
Experience working with Transfer Agents
Strong client service skills, ensuring all parties feel like they are receiving the highest level of customer service
Proven record of collaborating with colleagues across geographic and functional boundaries
Excellent oral and written communication skills
Professional and decisive with outstanding business judgment
Proficient computer skills, particularly with Microsoft Office
Satisfied internal and external parties, particularly investment/trading teams, sales and distribution, legal and compliance, product development, risk management, and external institutional clients
On time, to quality, delivery of projects and initiatives
A team who are growing as individuals
Remains current on regulatory and industry initiative
Ideal candidate will have at least 7 years experience in Investment Management Operations, or related experience
Bachelors Degree or equivalent (Finance, Management or Accounting preferred, but not required) and demonstrated, proven experience in Financial Services Operations or similar role
Knowledge of DST Transfer Agency System
Familiar with DTCC and their core Mutual Fund Services products: Fund/SERV, Networking, Comm/SERV, Mutual Fund Profile
Familiar with all intermediary types: Broker/dealers, Banks, Trust and Record Keepers
Knowledge of Mutual Fund intermediary fee contracts and payments (12b-1, Sub-TA, Shareholder servicing, Revenue share)
Knowledge of intermediary front and back office operations and how the two are linked
Ability to develop and maintain client relationships, both internally and externally

Client Services Account Director Resume Examples & Samples

Delivers innovative and ambitious, strategic and commercial solutions that balance client and agency values working closely with colleagues and clients
Owns relationships with mid-level clients on a day to day basis
Builds strong client relationships as a trusted advisor with senior client and industry
Manages team to ensure they also build strong relationships with their counterparts to deliver outstanding client service
Immerses self and team in clientsâ�� business: understanding their challenges, objectives, external economic environment, markets they operate in, competitive threats and relevant partner agencies; knows their business model, how it is performing and what success looks like; knows clientâ��s products inside out and applies this knowledge to deliver innovative, ambitious client plans and service
Works seamlessly with other OPCOS and markets as needed to ensure best in class delivery
Uses account plans to stimulate and track future work; manages resources effectively
Understands client commercial framework and works with senior account leadership to ensure business is run profitably
Improves client satisfaction to expand existing revenue streams and build new ones
Manages systems for forecasting accurate spend and track progress
Translates agency strategy into innovative, executionable business plans for own client that deliver business value
Good all round client knowledge with excellent client track record
Good overall knowledge of Dentsu Aegis Network products and services
Excellent Project Management with a high degree of numeracy and literacy
Strong attention to detail with an analytical mind
Commercial Acumen
High quality of work ethic
Lead medium client/team ideally in an Agency enviroment
Good sector experience
Digital Performance background with deep understanding of at least one channel (ideally SEO, PPC, Programmatic or Display)
Strong Planning experience
Experience of directly leading people within and outside of your team

Director, Sales Revenue Mgmt Client Services Resume Examples & Samples

Provide the strategic and tactical thinking necessary to evaluate and improve process as the business changes
Work closely with Sr. Management to generate reporting and analysis of trends while developing a story that supports the data
Collaborate with Marketing on sponsorship opportunities and develop pricing/packaging strategies that will maximize the monetization of the product offerings
Review and analyze future opportunities/products and the risks that affect pricing and inventory
Provide direction and approval to the Planners on pricing and packaging of media proposals in both formal and informal presentations
Provide approvals on media and package pricing that support the company in achieving quarterly and yearly objectives
Collaborate and consult with Sales Directors/Accounts Executives on key areas to leverage, client requests and terms and conditions
Manage, Coordinate and Create training modules for planners within the group including the onboarding and training of new hires
Represent the Digital Revenue Management team in Sr. Leadership MeetingsWork with internal and external groups to develop an understanding of key performance drivers
Minimum of 5 years’ experience forecasting online advertising media and/or experience in digital media planning and yield management
Experience manipulating large data sets, interpreting data trends and reporting results in a clear and effective manner
Working knowledge of advertising industry
Expert Excel user
Experience working with and negotiating with a sales team
Strong organizational skills and ability to multi-task
Experience presenting to Sr. Management levels
Demonstrated ability to manage multiple projects at once
Strong quantitative, analytical, and problem solving skills
A skilled and proven strategic thinker
Demonstrated record of out-of-the-box thinking and ability to make quick, effective decisions
Excellent interpersonal skills with ability to work collaboratively and diplomatically with all divisions of the organization
A strong motivator with proven experience managing staff and teams and proven record in cross-functional collaboration and brainstorming
Someone who is equally willing to be both a creative leader and a hands-on executor and is adept at delegating
A hands-on partner to the sales & marketing teams who will anticipate challenges and is adept at troubleshooting

Associate Director Client Services Resume Examples & Samples

Drive the value of Optum’s data by using a consultative business approach with pharmaceutical and biotechnology clients
Interact with the Client, Sales Team, and Analytics team to discuss client objectives and offer real-time options for project specifications
Develop well thought out proposals and oversee mgmt. of contract review process
Manage to budget
Make pricing recommendations for data projects and application licenses
Present capabilities and analytic results to clients, and provide updates related to progress for contracted work
Work closely and effectively with development team members
Partner with internal Sales Team to prioritize opportunities requiring pre-sales analytic efforts; negotiate with Sales Team most efficient path for completing Proofs of Concept while minimizing burden on Analytic Team
Work with Analytic Team to accurately define project objectives, and partner to determine methods for fulfilling objectives; establish and communicate timelines to all impacted parties, including potential delays
Serve as a technical and clinical subject matter expert for web-based analytics platforms in multiple therapeutic areas
Interface with executive-level customers, fostering strong client-vendor relationships
Facilitate strategy and planning sessions with clients to determine how data can be leveraged to answer key business questions and improve operations
Communicate and evaluate customer feedback in collaboration with Optum’s product development and Sales teams to improve and advance product planning processes
Develop case studies, collateral, capability decks to support business needs
Predict emerging customer needs and participate in the development of innovative solutions to meet those needs
Undergraduate degree in Bioinformatics, HealthCare, Statistics, Computer Science or related field
2+ years of consulting and client interaction experience with life science companies
Analytic/quantitative background (programming experience not required)
Demonstrated technical competence
Experience working with customers, identifying their needs and meeting deliverables
Experience working with data to make recommendations based on analysis - define problems, collect data, establish facts, and draw valid conclusions
Strong time management and analysis skills
Ability to successfully work in a fast-paced, team-oriented environment
Ability to work independently and handle multiple projects simultaneously
Effectively work cross-functionally
Understand application interface with customer data
Quality management principles and tools
Ability to measure success on a team level
General SAS or SQL knowledge (programming experience a plus but not required)
Proficiency with Excel, PowerPoint, Word, and Outlook
Demonstrated writing ability
Ability to travel to meet with internal / external customers
Advanced degree
Experience prioritizing customer requirements against database tool capabilities

Account Director, Client Services Resume Examples & Samples

Lead client relationships day to day to build engagement with key stakeholders and drive value as a trusted partner
Manage ongoing industry reporting and database quality controls and validations
Provide custom analytics, reports, and presentations to support key strategic and tactical client initiatives
Support various internal stakeholders, including Consumer Strategy / Insights, Marketing, Finance, and Sales with information and business insights
Deliver impactful presentations that use sales and consumer panel data to help client understand market trends, grow their business, and gain market share
Assist in managing projects in support of NPD strategic initiatives
Foster a collaborative culture that promotes teamwork, creativity and efficiency within the Practice and across NPD
Bachelor’s degree, plus minimum of 3-5 years of experience in Analytics, Financial Analysis, Market Research or Category Management
Demonstrated ability to analyze and translate complex data into business insights and recommendations
Communications skills, including building and delivering quality presentations
Experience with point-of-sale and consumer panel data is a plus
Experience with client services or account management in the Media and/or Consumer Packaged Goods (CPG) industries is a plus
Experience with Tableau a plus

Director Client Services Team Resume Examples & Samples

Delivery of a superior onboarding experience and service level for FMI customers to support the FICC growth strategy, with a continuous improvement focus. This includes credit approvals, on-boarding, annual reviews and associated file management
Execution of a Business Delegated Credit Authority (DCA) to support FMI credit submissions and intraday requests
Management and dashboard reporting of the risk profile of FMI US portfolio
Continued regulatory compliance of GIB customers in the US
Working with the CST Client Management leadership team, Risk and Product partners to develop and implement strategies to manage the cost base, returns and risk profile of CST client relationships
Provide strong leadership, inspire and develop people in the team, including building career progression paths within the team
10 years+ experience in Banking industry focused on the Institutional client base
Experience in reviewing and negotiating markets agreements (ISDA/CSA, GMRA, CDEA
Strong level of commercial understanding and a clear appreciation of key business drivers such as clients, sales, financial touch points, innovation, risk, operations and delivery
Strong influencing, engagement, communication, interpersonal and presentation skills
Striving for excellence, commitment to continuous improvement and passion for competitive advantage
Business DCA and experience with Institutional credit approvals (preferable in funds sector)

Director of Client Services Resume Examples & Samples

Develop and execute processes for monitoring of day-to-day operations for assigned accounting functions to ensure policies and procedures are adhered to for all business units serviced
Ensure accounting results of team processes adhere to GAAP and MGM Resorts corporate accounting policies
Encourage and conduct continuous evaluation of processes and procedures for compliance with and appropriateness of internal control procedures, adjusting processes as necessary to achieve optimum control and efficiency balance
Evaluate and determine processes at increased risk for financial misstatement and establish procedures for monitoring to reduce risk
Monitor and review general ledger account reconciliations to ensure accounts are reconciled in an accurate and timely manner
Ensure that Company assets are appropriately protected, including collection of rents, avoidance of excess payments, proper authorization for expenditures, etc
Monitor regulatory business licenses and taxes, property taxes, contractual arrangements and other regulatory reporting requirements are completed and/or paid on a timely basis
Ensure timely and accurate completion of ad-hoc requests including timely communication and responsiveness to requests
Maintain service level agreements with internal customers and develop action plans to address important service failures
Ensure required communications and information reporting to business units and other clients is prepared and distributed in an accurate and timely manner
Promote transparency of information and practices with business units, working to continuously enhance dissemination channels for desired information
Ensure work procedures and responsibility grids are documented and periodically updated to accurately reflect work being done
Suggest updates to department policies to reflect actual practices
Approve new work procedures and ensure appropriate communication of changes recommended by others
Support the identification of potential improvements to work-flow involved in posting, summarizing, verifying, recording, balancing, reviewing and correcting transactions
Manage, participate and provide support to accomplish projects for systems implementations and/or processes related improvements for internally or externally initiated projects to ensure that GA requirements are met and/or work efficiently enhanced
Provide oversight to project management activities ensuring appropriate consideration is given to identification of stakeholders, communication plans and change management for affected parties
Assist in implementation, communication and enforcement of corporate and management directives, policies and procedures
Assist managers and supervisors in resolving conflicts, issues or difficulties in the performance of their work or that of their teams
Assist with the selection and hiring process for team managers and supervisors
Train and coach managers and supervisors in appropriate methods and techniques for team leadership
Prepare and deliver performance evaluations and discipline or development activities for team managers and supervisors
Organize and participate in employee recognition activities
Perform all other job related duties as requested
Bachelor's degree in Accounting, Finance, or Business Management
At least 5 years of specific accounting or finance experience
At least 3 years of supervisory experience
Ability to prepare and fully analyze financial statements and related reports, and make recommendations and decisions based on financial data
Advanced working knowledge of generally accepted accounting principles (GAAP), accounting practices and theories
Excellent customer service skills
Able to lead and mentor a team
Have interpersonal skills to deal effectively with all business contacts
Professional appearance and demeanor
Worked varied shifts, including weekends and holidays
Able to effectively communicate in English, in both written and oral forms

Director of Client Services Resume Examples & Samples

Oversee all functions and projects related to administering FSSC functions on behalf of business units, including supervision and training of all reporting personnel
Work with department to ensure that the accounting process is completed daily while ensuring property needs including reports and journal entries are completed
Act as a liaison with the department and the property executives and operational areas impacting FSSC areas including, but not limited to General Accounting (GA), Non-Gaming Audit & Accounting (NGAA), Payroll (PY), Accounts Payable (AP), and Accounts Receivable (AR), etc
Ensure all business unit requests, questions and ad-hoc issues are handled in a timely, and professional manner
Complete special projects for the Finance area
Respond timely to CFO requests
Respond timely to internal, external and regulatory requests and reports
Maintain and ensure all GCB regulations are followed
Maintain and ensure all MICS requirements are met 1 of 3 MGM Resorts International
Enforce implementation of internal controls, management directives, policies and procedures
Provide supervision and direction to reporting staff to ensure goals and objectives are met
Manage and review work of staff to ensure records are accurate, up-to-date and processed efficiently in a timely manner
Coordinate with properties for system implementation, perform system integrity tests, define system requirements and represent property and represent audit and accounting personnel on behalf of department and property (PMS, Players Club, Infogenesis, Archtics, etc.)
Continuously develop audit process improvements
Communicate process improvements and matters of consistency with the other FSSC Directors
Troubleshoot and develop solutions for any issues that may arise within the functional audit areas
Provide senior management with continuous information regarding the functional audit areas
Bachelor's degree in Accounting, Finance, Business Management or equivalent. Equivalent experience must include at least 5 years of Finance Industry experience (industry included work in Accounting, Finance, General Ledger or Finance specific department), 4 years of experience on closing books, 4 years of experience reconciling balance sheet accounts, 3 years of experience reviewing financials, which include balance sheets, reconciliations, financial reports, as well as major coursework in Accounting, Finance, Economics or related field sufficient to successfully performing duties of role as described
At least 5 years of supervisory experience or equivalent
At least 7 years of specific accounting experience
High school diploma or equivalent

Director of Operations & Client Services Resume Examples & Samples

5-10 years account and resource/ops management experience in a fast-paced, high-volume environment
TV, digital and/or media agency experience
Excellent people management skills developing others, promoting teamwork, and performance management
Strong stakeholder management skills
Commercial experience and mindset
Ability to juggle multiple projects with varied internal/external deadlines
A strategic and analytical thinker who can make swift decisions, able to adapt to changes and deliver results
Demonstrable experience in project management at a senior level
Thorough understanding of the creative process
Ability to keep calm and organized under pressure
Logical thinker & clear communicator
Knowledge and passion for DNUK brands and creative output

Director, Client Services Resume Examples & Samples

Contribute to the creation of the long term Chanel Customer Success strategy and own the strategy for Customer Service with a focus on customer experience, innovation and value
Create operational plans for Customer Service aligned with the strategy and lead the execution of the plan with the team
Establish a continuous service improvement program with measurable improvement targets focused on delivering world class customer service to Chanel and internal customers
Responsible for the development, monitoring, and analysis of service delivery metrics to drive the continuous improvement process to ensure SLA's are continually met and continually improved
Identify incident commonalities, initiate, and, when applicable, coordinate with problem management to support root-cause analysis to identify and correct major problems
Participate in the development and maintenance of a knowledge management system, continuously improving knowledge base for incident resolution and user self-service
Develop plans to drive efficiency to the operations that maximize improved service quality and decreased costs
Function as the escalation point for production issues and follow through to resolution
Lead a team comprised of employees and contractors generally within the Service Desk arena
Create an atmosphere that fosters high performance of collaboration within the organization and with appropriate suppliers that emphasizes teamwork and accountability while rewarding initiative, innovation, discipline and operational excellence
Focused on growing a strong team aligned with Chanel and the business with consistent delivery of business-value
Develop strong customer/partnership relationships. Continuously manage customer expectations
Establish and maintain regular communications with Chanel Leadership regarding Service Desk initiatives, performance, concerns, etc
Direct and manage External Service Providers in the provision of Service Desk services including their methodologies, procedures, policies in relation to the services provided
Fosters a strong partnership with External Service Providers to ensure compliance of metrics and service levels against External Service Provider contracts and deliver on joint objectives and continuously improve, innovate and deliver increasing value together
Service oriented mindset and ability to build and develop a strong team committed to exemplary customer service
Excellent leadership, management and people skills and the ability to engage and motivate staff
Excellent verbal, written and interpersonal skills with ability to present complex ideas in clear, concise fashion to technical and non-technical groups
Strong presentation skills necessary to inform and influence a wide range of audiences including senior business leaders
Proven analytical skills and creative problem-solving abilities
High energy, self-motivated team player who has fresh ideas and thrives off the team’s success
Minimum 10 years relevant work experience preferably in an IT Service Delivery / Infrastructure organization in global organization

Director, Partner Client Services Resume Examples & Samples

Be fully accountable for client retention
Develop and manage high-performing teams
Understand ReachLocal products and services in detail
Be available to interface with clients regularly to build strong relationships, handle client objections and resolve client issues
Proactively ensure excellence in process, workflow and communications within the unit as well as with key internal and external stakeholders & clients
Serve as a consultant during pre-sales activities to promote team services & products
Work closely with sales leaders and focal points to understand client needs and communicate insights and results
Provide feedback and input for product development efforts related to the partner channel
Demonstrated experience managing high performing teams & client relationships
Excellent client management leadership and objection handling experience
Strong knowledge of online marketing and ability to quickly master ReachLocal products
Ability to thrive in a fast paced environment and to manage multiple projects and tight deadlines
Demonstrated problem solving and analytical skills coupled with the ability to act independently across competing priorities
Must be extremely organized, timely and detail oriented
5+ year of proven client care leadership experience dealing with large clients in online marketing, advertising or related fields
5+ years of team management experience
MBA Preferred or Bachelor’s Degree in Business, Marketing or Advertising

Director of Client Services Resume Examples & Samples

Work with internal management team to develop client relationships within existing accounts and new accounts focused on the healthcare industry
Ideal candidate would have the ability to continually develop new business by identifying target clients, networking, meeting with target clients and selling all Resources' service lines with a focus on healthcare Solutions
Cultivate and expand existing business relationships through frequent communication and regular client visits
Sell projects to new and existing clients including clarifying the scope of projects with clients; identifying business solutions; presenting qualified consultants to the client and negotiating billing arrangements
Represent RGP in appropriate professional and community organizations
Identify future project needs of client and minimizes engagement disruption through managing engagement and ensuring clients' expectations are met
Minimize consultants "unassigned time" by managing consultant roll off dates and communicating regularly with consultants regarding additional client needs and/or other appropriate engagement in the pipelines
Assist the director of recruitment in the staffing of consultants by conducting interviews to assess skill set and competencies of applicants
Ensure approved business contracts are executed by taking responsibilities for the completion of all engagement paperwork
Support team goals of the office by participating in strategy meetings including discussing candidate and consultant pipeline, marketing strategies, and current challenges
Provide for timely collection of receivables by monitoring payment of client invoices
Maintain strong communications with consultants assigned to client engagements
Professional Qualifications
Minimum Requirements: Ten (10) years of experience in the healthcare industry preferably with manager-level or higher experience
Professional consulting firm experience
Software sales a plus
A professional network in the Los Angeles area within the healthcare industry
Bachelor's degree from a four year accredited institution is required
Experience selling professional services, networking and generating leads
Personal Characteristics
A high level of enthusiasm for building a business and a personal sense of urgency and capacity to overcome obstacles
Ability to respond effectively and quickly to clients' needs and issues
Ability to negotiate and communicate complex concepts/business issues verbally and in writing to clients, consultants and management
Ability to prioritize multiple responsibilities/projects and proven ability to develop business relationships
RGP offers an attractive compensation and benefits package that includes: competitive salary, medical/dental, bonus incentive plan, 401(k), employee stock purchase plan, and stock options. The long-term success of this individual will only be limited by his/her performance. For this position, we do not offer relocation assistance

Manager / Director, Client Services Resume Examples & Samples

Partner with leadership within the client vertical/team to develop a comprehensive and achievable strategic plan for the business within a client account
Maintain and manage a revenue pipeline
Build trust-based relationships with senior leaders at the client; strive to independently build deeper and wider relationships within and across client organization by building a comprehensive understanding of client and marketplace and leveraging prior experience and client service acumen
Pro-actively present opportunities to help clients grow our business through consultative selling and solid negotiating skills; grow revenue through sales of incremental products within an established account
Engage in project management for analytics projects or data inquiries
Articulate an excellent understanding of each product and solution, and how the data can be used to improve business performance
Attend client- and industry-specific meetings
Indirectly manage the project work and the mentoring of more junior talent on the team
5-7 years’ client service experience with specific experience within Media (TV & Digital)
BA or BS Degree
Understand media analytics in a way that you can easily communicate with clients
Experience managing client relationships
Conversant with Nielsen’s digital strategy
Knowledge of Nielsen’s total audience strategy
Knowledge of Hispanic media
Knowledge of Nielsen’s productions and solutions
Persuasive negotiation skills to ensure client needs are well balanced internally and externally
Excellent communication skills to translate complex concepts into concise yet informative messaging for clients
Ability to handle pressure, juggle multiple responsibilities simultaneously, and work well with a diverse customer base and various internal teams

Clinical Client Services Senior Director Resume Examples & Samples

Managing a team of Clinical Requirements Professionals who consult with clients toimplement clinical solutions
Oversightfor Clinical Coding Solutions
Creatingflawless execution strategies and efficient new models of operation
Managing significant change across multipledifferent organizations in the PBM who partner with this team

Executive Director, Head of Client Services Resume Examples & Samples

Manage an annual operating budget (salaries, benefits, premises, supplies, business development, technology solutions and applications as well as project budgets as required)
10+ Years of client relationship management experience
Strong client orientation and commitment to service excellence
A proven track record of effective execution and achieving results
Readily able to leverage technology to drive results and efficiencies
Strong relationship management skills with a focus on customer service
Must possess strong leadership skills and ability to work with multiple stakeholders (internal and external), and experience with implementing new operating models and systems in a large corporate and/or financial services environment
Must have a strong continuous improvement mindset, identifying opportunities for operational enhancements and process efficiencies
Flexible and able to adapt to changing situations and ability to work in a very fast paced and demanding environment
Must have strong knowledge of process, tools and techniques for assessing and controlling an organization's exposure to risks of various kinds
Excellent ability to analyze situations fully and accurately, and reach productive decisions. Ability to analyze and discuss alternatives with multiple stakeholders
Must have knowledge of applicable federal, state, local, and company-specific regulations, policies and guidelines affecting business practices, in particular knowledge of AML/KYC requirements is considered a key asset
Excellent ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement
Excellent ability to form and manage effective teams
Well defined knowledge of tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
Must possess the ability to understand, monitor, update, or enhance existing business or work process
Must be able to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan
Excellent communication, problem solving and analytical thinking skills
Excellent product knowledge to easily understand the risk requirements on simple and complex deal structures
Excellent technology application adaptation to leverage technology, wherever possible

Director, Operations & Client Services Resume Examples & Samples

Oversees operations management and client services of assigned offices
Monitors management reports relating to the partnership/office performance
Provides stewardship reporting to clients; identifies and educates clients on issues and trends impacting programs
Conducts pre-renewal visits reviewing client loss experience and general company performance; reviews and identifies areas of potential improvement within assigned offices in order to ensure satisfied clients
Performs client renewal, contract revision, and Client Service Instruction (CSI) preparation for assigned offices
Negotiates changes or improvements to service plan
Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as IT, Operations, and Business Development
Coordinates client invoicing, audits, and accounts receivable follow-up for assigned clients
Resolves all major customer service issues
Travels as required
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions
Strong technical knowledge of disability and workers compensation claim administration
Excellent interpersonal and consultative skills

Director, Client Services Resume Examples & Samples

Lead multiple matters; play a visible, primary point of contact role and ensure direct accountability for matter success
Lead high level project/matter communication meetings and status updates; offer suggestions, solutions and recommendations
Mentor and delegate work to CMs in consultation with Team Manager
Identify areas for matter and account improvements and initiate and implement related projects
Identify ways to leverage existing data; initiate and implement data mining projects across matters and teams
Collaborate with Team Manager to audit matter/application/process design; implement and release updates and new technology to clients
Create and update internal and client-facing matter/account documentation and general internal guidance and knowledge base information
Enforce and perform rigorous quality control on all work product
Engage in consultative and advisory role with client partners on technology based solutions
Make sound judgment calls on internal and external projects, keeping management in the loop but not requiring instruction
Act as a subject matter expert and troubleshooter onsite without senior management
Address difficult and complex problems and effectively implement and explain solution to clients
Master technical knowledge of our application and other industry-standard technologies
Demonstrate leadership in Client Services and serve as a role model
Possess strong business acumen and professional aspirations with minimum of 3-5 years professional experience
Possess Bachelor’s Degree; advanced degrees desirable
Experience conducting high level client meetings without additional management present
Demonstrated expertise in standard and non-standard Operations and Development capabilities
Able to mentor and coach Client Services personnel and onboard new hires
Excellent verbal and written communication skills
Experience designing and implementing initiatives that improve process and increase efficiencies
Able to grow relationships with clients and with other industry contacts
Flexible in work hours and availability
Ability to travel 25%
Relativity Certification preferred, not required
Bi-lingual (Chinese, Mandarin, Cantonese), preferred, not required

Director Client Services & Administration Resume Examples & Samples

Proven leadership skills with the ability to manage fluctuating workloads easily across multiple shifts and locations
Superior customer service and relationship management skills
5+ years of progressive business experience in a customer focused environment
Change management experience with proven ability to effectively implement change in a transformational organization
Demonstrated skill in evaluating feasibility or practicality of ideas and options; assessing risks and trade-offs; making informed and timely decisions
Excellent influencing and negotiation skills
Strong GRS knowledge is preferred but not essential
Excellent communication skills, both written and verbal. This applies to both internal and external parties and understanding your audience in knowing the level of information that should be shared in each venue
Ability to work alongside compliance to understand changes the pension legislation and the impacts it will have on the organization
Project management/business analyst skills (research, planning and analytical) very helpful
Since this area encompasses a very significant financial component, handling all contributions and billings, there is tremendous scrutiny of this organization by both the internal and external auditors. Thus, there is a very significant knowledge required relating to internal controls and accounting related matters

Client Services Account Director Resume Examples & Samples

Immerse yourself and team in clients’ business: understanding their challenges, objectives, external economic environment, markets they operate in, competitive threats and relevant partner agencies
Know client business models, how it is performing and what success looks like
Know client’s products inside out and applies this knowledge to deliver innovative, ambitious client plans and service
Work seamlessly with other OPCOS and markets as needed to ensure best in class delivery
Use account plans to stimulate and track future work; manages resources effectively
Understand client commercial framework and works with senior account leadership to ensure business is run profitably
Manage systems for forecasting accurate spend and track progress

Client Services, Director Resume Examples & Samples

Oversee the functions of fully-outsourced transfer agents and demonstrate related subject matter expertise
Respond to all client inquiries and complete requests related to various investment products supported, complete questionnaires, and RFI/RFP responses, as required
Independently drive tactical and strategic projects, earn buy-in from all stakeholders, and deliver high quality results within stated timeframes
Independently own the end to end resolution of complex intra-day inquiries from our clients and investment teams
Commit to a team-oriented environment and openly provide ideas for improvements while leveraging others? ideas and experience to generate additional ideas
Deliver process efficiency and improvements, regardless of whether the impact is incremental or significant
Work with global reporting leadership to ensure baseline processes and controls are standardized across all investment product silos
Represent MSIM operations in senior capacity related to deliverables for internal audit, SSAE16, 17ad-13, SOX, cross-MSIM/divisional working committees
Carry the firm's culture, values and commitment to operational excellence by putting clients first, doing the right thing, leading with exceptional ideas and giving back
At least 5 years of experience in Investment Management Operations, and have experience with fund operations, financial intermediary and transfer agent relationships
Bachelor's Degree or equivalent preferred and demonstrated, proven experience in Financial Services Operations or similar role
Strong organizational skills, client service orientation and strict attention to detail
Demonstrated success working in a high volume, high intensity environment and an ability to deliver across multiple deadlines and priorities
Demonstrated success in taking initiative and independently delivering immediate action to solve problems
Proven record of collaborating with colleagues across geographic and functional boundaries
Excellent oral and written communication skills
Professional and decisive with outstanding business judgment
Proficient computer skills, particularly with Microsoft Office

Director, Client Services Resume Examples & Samples

Manages multiple teams to ensure that service objectives, including service levels, are met. Ensures that the Region adheres to the SBS Call Center Strategy and related service models. Continuously reviews service performance (call volume, schedule adherence, call metrics, quality metrics, productivity, client retention, etc.). Ensures that queues are managed effectively, reprioritizing as needed. Identifies and appropriately addresses opportunities for improvement. Directs the resolution of specific service escalations or issues, especially those with high impact and/or visibility
Implements SBS Service initiatives and processes to improve all aspects of Service Delivery. Provides feedback to the GM and CRE as necessary
Communicates strategic goals to the Client Service teams. Develops tactical plans to reach these goals. Engages managers in the communication of the Service vision. Regularly communicates with associates
Creates a high performance team environment that supports/reinforces associate development and retention. Coaches and develops managers to improve current performance and build bench strength for the future. Provides periodic performance feedback and conducts annual performance reviews. Responsible for recruitment, selection, hiring, compensation management, and performance management of Client Service teams
Must be client-focused and have excellent project management skills
Determines the team training requirements. Ensures timely and effective training is delivered to enhance skills of the Client Service teams
Monitors and analyzes phone and performance statistics, as needed. Reviews and approves reports and submits to CRE according to deadlines
Partners with Implementation, Teledata, Service, Sales and other stakeholders to ensure effective client support
BA/BS in Business Administration, or equivalent combination of education and experience
A minimum of 7 years of experience in a client service or implementation environment, with at least 3 years of direct leadership or managerial experience
Experience with Insurance Beneifts
Health insurance license
Extensive understanding of SBS Solution Center operations is required
Ability to develop leaders
Excellent verbal/written communication skills
Ability to effectively manage a distributed workforce
Ability to build effective professional relationships
Ability to travel as needed to the remote locations

Executive Director of Client Services Development Resume Examples & Samples

Plan, develop, organize, implement, direct and evaluate the function and performance of the given entity (i.e. unit or department or function)
Direct and oversee all the activities of the entity, including preparation of current reports, summaries, forecasts for future growth and development, performance
Participate in the development of the entity’s plans and programs as a strategic partner
Evaluate and advise others on the impact of long-range planning, introduction of new programs/strategies and regulatory action
Preparation of timely and accurate analysis of budgets, reports and trends
Enhance and/or develop, implement and enforce policies and procedures of the organization by way of systems that will improve the overall operation and effectiveness of the entity
Provide technical advice and knowledge to others within the department
Provide strategic input and leadership on issues affecting the organization; i.e. evaluation of potential alliances acquisitions and/or mergers
Be an advisor on contracts into which the entity may enter
Evaluate the structure of the applicable workforce, and plan for continual improvement of the efficiency and effectiveness of the group and provide individuals with professional and personal growth
Direct preparation of all reporting for the entity
Adhere to ethics and employee code of conduct policies and, as appropriate, communicate the same to subordinates
Responsible for meeting annual sales goals if applicable to position
Monitor all activities for evidence of fraud
Responsible for compliance of key control processes Drive a team environment; demonstrate support of management decisions and build a positive culture
Graduate or specialty degree preferred
8 years’ relevant experience
6 years supervisory experience (if applicable)
Ability to manage deadlines, work on multiple assignments and prioritize each assignment as necessary
Proficient use of applicable technology
Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
Organization
Initiative and drive: self-organizing and self-motivating
Communication: Presentation skills; Strong interpersonal skills; comfortable presenting to senior management & board meetings

Associate Director Client Services Resume Examples & Samples

Bachelor’s Degree, PharmD or MBA a plus
5-10 years’ experience in industry; 3+ years in management
Healthcare, pharmaceutical and patient access/reimbursement services management experience preferred
Program management experience required
Full understanding of a call center environment required
Superior client contact experience to offer customized solutions and manage implementation and ongoing success
Excellent interpersonal and rapport building skills with ability to quickly engage and build strong relationships
Demonstrated leadership abilities to effectively manage a cross-functional client driven team
Ability to effectively work independently and coordinate team efforts
Strong computer and keyboard ability with advanced knowledge in Microsoft Office Suite including Word, Excel and Outlook
Proactive, highly motivated and deadline driven
Ability to present in a polished and highly-articulate manner
Well-developed problem analysis and decision-making skills
Demonstrated organizational and time management skills with ability to manage programs effectively
Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously