Manager

• Serve as the key relationship manager for Key Customers with accountability for overall customer experience and business results.
• May include direct leadership of team leads and/or specialists, fostering a high-performance culture and developing future leaders.
• Own achievement of Key Performance Indicators (KPIs) for turnaround time, quality, and customer satisfaction; drive actions to continuously improve results through tracking, trending, auditing, and call listening.
• Champion the adoption of digital tools and automation to enhance service and process efficiency.
• Lead resolution of client escalations, ensuring timely, transparent communication and sustainable solutions.
• Streamline and optimize workflows, reducing non-value-add activities, internal escalations, and handoffs.
• Identify and proactively address themes and opportunities, collaborating cross-functionally to develop solutions.
• Participate in pilot initiatives, leading portions as needed.
• Analyze claims data and reports to identify trends, share best practices, and recommend action plans.
• Ensure effective execution against service agreements and business deliverables.

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