The Senior Client Manager applies experience and critical thinking skills to anticipate client needs. The Client Manager demonstrates an ability to understand and articulate expanded and/or alternative methods of managing the clients benefit programs, to include current trends such as consumer driven healthcare, alternative funding arrangements, and health & productivity management. Introduce plans designed to support the clients' organizational strategic initiatives and make recommendations accordingly based on client feedback/interest level.
Essential Duties & Responsibilities
Actively participate in initial strategy meeting with the client to develop the broad outline of the strategy as expressed by the Client Executive.
Acting in the capacity of the project manager, further refine strategy with the client's input and as carrier data/feedback is received.
Develop marketing strategy for clients based on their needs, history and a strong knowledge built over time regarding carriers which can provide the best possible benefit designs and premiums.
Negotiate with carriers on client's behalf, drawing on knowledge of the client's historical trends, claims history and making judicious use of internal underwriting expertise to question carrier rate decisions.
Manage the client's annual timeline to include the renewal and Open Enrollment process.
Actively participate in, and frequently lead, the strategic planning and renewal meetings to learn client needs, challenges and concerns.
Orchestrate the installation of benefit package(s) to include managing multiple vendor and carrier communications simultaneously, resolving systems compatibility and the resolution of issues.
Create the strategy and branding under which the benefit package will be presented to the client's workforce to include the key areas of focus to be messaged during Open Enrollment meetings and in plan specific communications.
Develop the client's Open Enrollment communication campaign in a manner that creates understanding and value of the benefits programs while enriching employees to be knowledgeable healthcare consumers.
Develop analytical, customer service and communication skills needed to perform as a Client Executive.
Manage the book with minimal supervision from the Client Executive to include tracking renewal dates and following up with the team throughout the renewal process, instructing the team to begin gathering necessary renewal information and update presentations.
Present to Client Executive the financial measures used to predict and analyze plan benefit costs, and the factors which influence those costs and premium rates.
Learn best practices to present renewal outcomes to the client and provide recommendations based on the findings with the ultimate goal being to take on these responsibilities.
Keep Client Executive apprised of potential E&O concerns and client dissatisfaction. Strategize with Client Executive to develop possible resolutions and proactive solutions to avoid continued or future problems.
Through regular, daily interaction with and observation of the service team, assess the skills and knowledge of service team member(s) and recommend formal training and developmental opportunities needed to grow their abilities.
Based on knowledge of team member(s) skills and abilities, delegate tasks as appropriate.
Responsible for ensuring project is on time and deadlines are being met.
Ensure good file maintenance with documentation of account issues and maintenance of the Agency Management System.
Establish and consistently maintain effective and positive working relationships with internal associates and clients.
Education and/or Experience
Must possess a strong understanding of health and welfare plan benefits and carriers such that this expertise is recognized by colleagues and clients. This level of expertise is generally acquired through 5 - 7 years of experience servicing group health and benefits sales or service at a brokerage or carrier. At a minimum, 3 of these years must be at a brokerage servicing large client groups (50+ lives).
A successful work history of strong client service skill with progressively greater levels of responsibility is required.
Bachelor degree strongly preferred.
Strong communication skills with the ability to provide non-technical explanations to technical matters, and summarize and present information in a clear, concise and accurate written and verbal format.
Strong knowledge of employee health insurance carriers, their strengths and weaknesses, and plan design features as well as the factors which affect cost and plan design.
Maintain a valid unrestricted Life and Disability License in California and meet the continuing education requirements.
Maintain a valid driver's license and dependable transportation.
Proficiency with Microsoft Word, Excel and PowerPoint to include work experience creating tables, charts, graphs, pivot tables and formulas.
Work Environment & Physical Demands
Ability to use computer keyboard and sit in a stationary position for extended periods as well as use of office equipment such as fax and copy machines, and telephones.
Work is performed in a typical interior/office work environment.
Travel to client sites is required. Travel is usually within driving distance of the office, but on regular occasions will require a 2 - 3 night stay out of town.
Extended work hours (10 - 12 hrs/day) required on occasion during peak workload periods and to participate in networking and industry functions that begin before the workday, and may extend into the evening.
The applicable base salary range for this role is $60,000 to $128,000. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers.
