Client Services Representative

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• Lead end-to-end research design and delivery for complex media effectiveness studies, including methodology selection, survey design, and analytical approach
• Translate client business objectives into rigorous, insight-driven research frameworks that inform media strategy and decision-making
• Synthesize complex data into clear, compelling narratives that explain performance drivers and deliver actionable recommendations
• Serve as a trusted advisor to senior client stakeholders, guiding measurement strategy and campaign learning agendas
• Apply deep expertise in cross-platform media measurement (e.g., brand lift, attribution, audience insights across digital, CTV, and linear)
• Oversee quality, rigor, and consistency across all research outputs, establishing best practices and elevating team standards
• Mentor and develop team members, strengthening research, analytical, and storytelling capabilities across levels
• Partner cross-functionally (e.g., product, data science, operations) to deliver integrated, high-quality solutions
• Support account growth by identifying new research opportunities and contributing to proposals and client development

Director, Client Service

• To be responsible for the administrative, managerial and client relationships associated with Client Services within the assigned area.
• Ensures contract compliance with company guidelines within an assigned area.
• Handles financials including accounts receivable, invoicing and pricing support within an assigned area.
• Responsible for client knowledge including threatened status and relationship with the company.
• Handles renewal process timely; negotiates new contracts within an assigned area.
• Responsible for business planning and budgeting within an assigned area.
• Plans for staffing needs including succession, bench-strength, and new business within an assigned area.
• Supports client relationships; builds executive relationships; supports internal relationships.
• Supports business development.
• Performs other duties as assigned.
• Supports the organization's quality program(s).
• Travels as required.
• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance reviews.
• Provides support, guidance, leadership and motivation to promote maximum performance.

AVP Client Services – Workforce Absence

• Leads the region and/or teams according to the values, ethics and parameters outlined
• Establishes and maintains client account plans and ensures that action steps are implemented to achieve results in the areas of client satisfaction and retention, expansion of services, utilization of supplier network
• Accountable for achievement of all designated goals and objectives in the areas of operational effectiveness, revenue generation and other success factors
• Proactively supports development of client relationships and attend meetings & reviews as required
• In partnership with the Directors, establish and maintain long – term relationships with client at a global strategic level
• Identifies and implements process improvement for operational effectiveness, for client teams, based on client specific requirements whilst adhering to broader operational effectiveness goals, including technology requirements
• Creates an environment for success through regular communication forums, including operational team meetings and strategic leadership meetings with regional directors and managers, including all functional areas within the region
• Works closely with the Clients to assess any concerns on the planned program and associated business objectives
• Conducts Client performance analysis and develops optimization plans with Operations; recommends actions around process delivery enhancement
• Conducts Client profitability analysis & optimization recommendations (specifically related to contract/SOW terms and performance)

Senior Vice President – Client Services, Healthcare

• Oversees a team of Client Service Managers to ensure efficiency and high-quality service, including hiring, training, and supervising team members to create high performing teams.
• Provides ongoing and consistent feedback to develop skills and improve performance, including Quality Assurance processes and regular coaching sessions to improve Client Satisfaction.
• Handles client inquiries, complaints, and feedback to improve service standards, acting as a point of escalation for clients/brokers and internal Navia teams.
• Proactively maintains close relationships with clients and brokers, educating them on opportunities to further develop the partnership to address client challenges.
• Accountable for hitting goals and targets by evaluating performance, conducting reviews, handling promotions or disciplinary action.
• Reports team performance and action plans to improve based on gaps identified in data analysis.
• Communicates priorities and updates to the team through regular team and individual meetings, acting as a change champion for the department.
• Reports technical issues, identifies opportunities for process improvements, and contributes ideas for enhancing efficiency and effectiveness.
• Documents enhancements to processes to ensure scalability.
• Collaborate with partners cross-functionally to ensure a seamless and cohesive experience for clients.
• Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility and renewals as needed.

Client Services – Team Manager

• Act as the primary owner of day‑to‑day client relationships.
• Develop a deep understanding of each client’s business needs, requirements, and benefit strategy.
• Manage client expectations through proactive, transparent communication.
• Simultaneously manage a diverse portfolio of clients varying in size, scope, and services.
• Represent Navia at client benefit fairs to educate participants on plan features and benefits.
• Ensure completion and documentation of all items on each client’s service schedule.
• Provide timely project updates, deliverables, timelines, and issue‑resolution details.
• Escalate complex client issues to appropriate internal team members.
• Support client invoicing by reviewing work‑in‑progress reports and associate time/billing entries.
• Manage annual benefits open enrollment processes for assigned clients.
• Lead implementation of new clients and services onto Navia’s platforms.
• Manage the creation, review, and negotiation of service agreements and renewals.
• Document and manage client change orders and new work processes.
• Educate and train clients on system usage; lead system demos and webinars.
• Provide guidance on plan design, system functionality, and compliance considerations.
• Train internal associates on client benefit plans, systems, and processes.
• Identify and implement process improvements to ensure efficient service delivery.
• Ensure all client documentation is current in internal systems.

Client Services Manager

• Support employer group clients and brokers by researching and answering inquiries via email and phone.
• Process updates to plan participants and benefits at the request of employer group clients, brokers, and senior members of the internal Navia team.
• Plan and attend meetings/calls with clients and brokers as needed, including regular recurring meetings.
• Assist with resolving escalated client and broker issues with direction and support from a senior team member.
• Understand and facilitate all aspects of the annual plan renewal process.
• Assist in creating new plan year forms and documents, complete renewal related tasks and tracking, and discuss rate changes with clients and brokers.
• Understand other Navia internal departments’ functions and processes at a high level and work with those departments to resolve client questions/issues as needed.
• Understand the file import process and the various types of files that clients send.
• Interpret Navia’s file specs and troubleshoot file issues.
• Audit client plans as needed.
• Assist with projects and tasks for team and department as necessary.
• Contribute to ongoing team analysis of procedures, aiming to streamline and automate processes and build efficiency.
• Meet department and team performance expectations.

Client Services Associate

• Responsible for profitable delivery of Brand Performance work for ~5-6M revenue
• Actively contribute to building Kantar’s network of brand experts
• Lead large, complex programs and provide guidance to team
• Consult on research design and deliver on client servicing values
• Manage downline and contribute to building Brand Performance team culture
• Act as a positive role model and drive towards organizational goals

Senior Director, Client Service

• Delivery of high-quality/high-impact Brand insights and analytics solutions
• Delivery of strategic brand insights & analytics projects, which include brand performance measurement and other strategic projects such as, market structures, consumer & demand segmentations, consumer journey mapping, brand stretch/extension, portfolio strategy, brand architecture, foundational brand assessment, brand positioning/refresh, etc.
• Responsible for ownership of specific phases or discrete work processes on projects
• Responsible for execution of work products including questionnaires and reporting on medium-low complexity accounts, while supporting higher complexity projects
• Actively participates in client design and questionnaire discussions
• Provides input into development of questionnaire, sample design and analytic plan
• Provides support and guidance for 1-2 junior project team members on most projects
• Serve as a go-to for new team members who have questions
• Take ownership on building your own skills through training, asking questions, and supporting team members
• Conducts data analysis, insights generation, critical and analytical thinking; takes an active role in story building – can lead team through initial rounds of reporting and preliminary report
• Manages timelines and quality of work products, working with internal departments and clients to achieve successful outcomes following solution and industry best practices
• Identify and solve project issues as they arise
• Perform in-depth quality checks at various stages of the research to ensure accuracy
• Actively seeks opportunities to support proposal development. Can customize proposals with guidance from senior team members
• Optimize efficiency of delivery without sacrifice of quality.
• Challenges the status quo, looks for opportunities to improve, automate, streamline processes
• Building an understanding of our Brand capabilities, solutions, and analytic methods; working to build brand expertise.
• Embraces our culture, is active in other activities or workstreams outside of project work (e.g., attending/participating in ERG/Social Community meetings/activities/trainings)

Manager, Client Service

• An active contributor to Kantar's trusted relationship with its clients and is developing an understanding of brand research and its purpose within a broader ecosystem.
• Is responsible for learning the Kantar systems and tools in order to efficiently contribute to account teams.
• Individual contribution to project financials and time spent on job for assigned projects.
• Contributes to Brand Performance new business opportunities to maintain and grow book of business.
• Learning how to price and scope jobs and build a statement of work.
• Starting to manage day to day and tactical communication for accounts.
• Working to independently address client questions and requests, manage expectations and deadlines while providing status updates, coaching on complex or new challenges.
• Working to design research and contributes to the process (survey design, sample, specs, to deliverables).
• Responsible for delivering on client servicing values and driving client satisfaction.
• Learning project tools, processes and is able to execute independently.
• Contributes to critical and analytical thinking on accounts.
• Loops in senior support when needed.
• Provides active feedback to account teams.
• Contributes to strategic priorities (Blueprint, +1/cross-sell strategy, SPARK).
• Generate positive energy and contributes to Brand Performance team culture.

Associate, Client Service

• Delivery of high-quality/high-impact Brand insights and analytics solutions
• Delivery of strategic brand insights & analytics projects, which include brand performance measurement and other strategic projects such as, market structures, consumer & demand segmentations, consumer journey mapping, brand stretch/extension, portfolio strategy, brand architecture, foundational brand assessment, brand positioning/refresh, etc.
• Responsible for ownership of specific phases or discrete work processes on projects
• Responsible for execution of work products including questionnaires and reporting on medium-low complexity accounts, while supporting higher complexity projects
• Actively participates in client design and questionnaire discussions
• Provides input into development of questionnaire, sample design and analytic plan
• Provides support and guidance for 1-2 junior project team members on most projects
• Serve as a go-to for new team members who have questions
• Take ownership on building your own skills through training, asking questions, and supporting team members
• Conducts data analysis, insights generation, critical and analytical thinking; takes an active role in story building – can lead team through initial rounds of reporting and preliminary report
• Manages timelines and quality of work products, working with internal departments and clients to achieve successful outcomes following solution and industry best practices
• Identify and solve project issues as they arise
• Perform in-depth quality checks at various stages of the research to ensure accuracy
• Actively seeks opportunities to support proposal development. Can customize proposals with guidance from senior team members
• Optimize efficiency of delivery without sacrifice of quality.
• Challenges the status quo, looks for opportunities to improve, automate, streamline processes
• Building an understanding of our Brand capabilities, solutions, and analytic methods; working to build brand expertise.
• Embraces our culture, is active in other activities or workstreams outside of project work (e.g., attending/participating in ERG/Social Community meetings/activities/trainings)
• Exhibits good critical thinking skills, can follow an analytic plan, and is comfortable sharing ideas

• Advise clients on plan design best practices and compliance strategies.
• Lead the process of designing the client plan to optimize the balance of client objectives, participant needs, and regulatory risks.
• Provide scenario modeling and plan analysis to clients on potential plan design changes, funding options, and other analytical requests.
• Provide consulting on plan failures, ensuring corrective actions align with regulatory requirements.
• Maintain strong relationships with clients, advisors, and third-party vendors to ensure seamless plan administration.
• Serve as the primary contact for escalated or plan-level issues, ensuring timely resolution.
• Conduct regular client/advisor meetings to review plan performance and recommend improvements.
• Lead discussions on regulatory updates, ensuring clients remain compliant and informed.
• Own client contracting, billing, benchmarking, and fee adjustments as needed.
• Consult on plan terminations, mergers & acquisitions, and oversee associates to ensure smooth transitions.

Client Services Manager – Retirement

• A successful Client Services Trainer will be professional, positive, empathetic, knowledgeable, and passionate about developing exceptional employees.
• This role is responsible for delivering both classroom-style and hands-on service training for new hires, gap training as needed, and supporting the onboarding process for new employees and teams transitioning from partner TPAs.
• Designing, managing, and maintaining all Navia training materials, ensuring alignment with legal requirements and industry best practices.
• Facilitating engaging and effective training sessions that support employee development and service excellence.
• Conducting quality assurance reviews of phone calls, emails, and other processes assigned to new hires during training.
• Collaborating with leadership to identify training needs and continuously improve the onboarding experience.

Client Services Trainer

• Oversee a portfolio of high-value accounts; manage and lead small portfolio teams or strategic account teams to deliver exceptional client outcomes.
• Serve as a senior advisor to executive-level stakeholders; influence strategic investment decisions through evidence-based insights.
• Accountable for retention of portfolio and responsible for multi-year growth plans, cross-sell strategies, and achievement of significant revenue targets.
• Lead executive-level research initiatives; synthesize primary, secondary, and advanced analytics into actionable narratives for senior decision-making.
• Optimize resource allocation and deliver operational efficiency across portfolio teams; shape best practices for quality delivery at scale.
• Represent Kantar in industry forums and enterprise-wide initiatives; champion innovation in media analytics and cross-platform measurement.
• Develop and nurture high-performing teams by identifying, mentoring, and advancing top talent through a culture of continuous learning and collaboration.

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