Mgr Service Delivery Jobs

Overview

• We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

How You Can Make a Difference

With limited supervision by executive and senior division leadership, the Manager, Service Delivery (COBRA) develops and manages the direction of client relationships in a designated group of accounts throughout the account lifecycle, including providing effective tactical and strategic client support and addressing key issues to positively impact client satisfaction and retention. This position will also provide leadership and direction for a team of Client Services professionals with responsibility for attending to all aspects of the customer relationship at the employer level.

What You’ll Be Doing

NOTE: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Team Members may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

• If assigned, allocates project assignments to best utilize resources, meet project objectives, and deliver quality client and customer service. Manages and oversees the activities of project professionals to ensure that projects remain on track and aligned with organizational objectives, including but not limited to schedules, budgets, key project objectives and project methodology as set forth by the Company.
• Performs other duties as assigned or apparent.
• Assists Client Services leadership in establishing goals, objectives, and forecasts for defining strategic/tactical plans that ensure attainment of HealthEquity client relationship, satisfaction, retention, and revenue targets.
• If assigned, serves as a point person for others to lend expertise and provide project and technical advice based on experience and specialized knowledge respective to a particular operational function. Assists client relationship project specialists with their approach to projects, analysis, and technical issues.
• Assists executive leadership with special projects as required or assigned.
• If assigned, may manage the activities of the Relationship Management training team that includes but is not limited to the coordination and administrative support for training programs; facilitation and presentation of classes; needs analysis; identification of performance metrics; and measurement of those metrics.
• If assigned, may review the general development needs of employees with division leadership, Learning and Development, and managerial teams. Coordinates training programs and classes with trainers or business content experts to facilitate employee training. This includes but is not limited to preparing quarterly Employee Meet Ups, scheduling seminars and class schedules, coordinating training requests for new employees. Would proactively work with Relationship Management department heads on a monthly basis to ensure employees have effective tools and training to support successful work performance.
• May lead the development and execution of client related project specifications, objectives and plans for implementations and solutions for large and/or key accounts as well as highly complex projects. This entails interface with clients and/or internal staff to produce functional specifications, design documents, and other blueprints for the project. Incumbents may define the scope of efforts required to meet objectives; develop comprehensive and predictable project schedules; perform analysis and forecast of project expenditures; coordinate resources; conduct risk management; and manage the project steps, staff, and resources on a regular basis.
• Builds and maintains relationships with decision makers in client companies to develop a deep understanding of client business objectives, challenges, opportunities, and needs. Assesses clients’ ongoing needs by conducting periodic strategic reviews, uncovers areas for additional revenue growth, and helps them to make informed decisions regarding HealthEquity offerings. Manages evolving client expectations, needs and priorities, and collaborates with client services, service delivery, sales, and information technology teams to ensure effective integration with consulting and service delivery capabilities and priorities.
• Reviews and analyzes reports of activity, client surveys and business to evaluate performance of the assigned group of accounts and team. Designs and implements cost reductions and program improvements where appropriate. Modifies strategies, the organization of resources and business plans where necessary.
• Manages and oversees the activities of the assigned COBRA Client Services team, which includes but is not limited to hiring; coaching, training, and evaluating employees; counseling and managing performance; and making salary, merit, or other pay increase recommendations. Ensures staff receives proper training on products, systems, and services. This position may also make recommendations and/or take corrective action to manage performance as appropriate.
• Maintains current knowledge and understanding of Company products (COBRA), services, and other aspects on which this position provides service to the client, as well as applicable laws and regulations affecting client installations.

Education

What you will need to be successful

A proficient knowledge and understanding of business as normally obtained through the completion of a Bachelor’s Degree in business or a related field. A Master’s Degree in Business Administration is strongly preferred.

• WORK EXPERIENCE OR RELATED EXPERIENCE: Ability to effectively plan, develop and direct the activities of teams of client services professionals, as described, as normally obtained through at least 3 - 5 years of full-time employee leadership work experience and proven success working for a consulting, software, or other technology or business solutions company.

Ability to foster strong relationships with Clients and internal HealthEquity departments is required.

Experience performing consulting, client service, account management, customer service or call center experience in a sales support environment is required. The ability and skill to effectively service clients with 5000+ employees, as obtained through at least 5 - 7 years of account management experience in a related field or environment is required.

Specialized Knowledge, Skills & Abilities

Excellent organizational, leadership, communication, presentation, listening, and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to navigate political arenas with ease as well as persuade, influence, and sell change effectively while projecting a professional image. Requires self-confidence and the ability to work independently. Ability to interact effectively with clients, sales team members, operations, customer service and other internal departments as described is required.

Requires excellent data gathering and analysis skills, utilizing reports, spreadsheets, web-based applications, and other software tools. The ability to assess and resolve simple to complex issues related to products, service delivery or payroll issues is essential.

Exceptional organizational and time management skills, orientation to detail as well as a high commitment to client satisfaction are required. The ability to handle multiple tasks/priorities under time constraints is required.

• COBRA Administration for 5+ years is necessary.

Benefits And Perks

• Purple with Purpose (paid volunteer time off)
• HSA contribution and match
• Tuition Assistance
• Award winning Wellness Program
• Paid Maternity/Paternity leave
• Consumer Driven Healthcare (CDH) education
• Ongoing education
• Medical, Dental, Vision
• 401(k) match
• Gym/Fitness Reimbursement

Why work for HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth and build health savings for life. Through our innovative technology and superior service delivery, our members gain valuable insights to better save and spend their healthcare dollars.

We firmly believe that our team members drive the success of this company. We hire passionate contributors who enjoy the thrill of pioneering their positions to their full potential. Join us and discover a work experience where the person is valued more than the position, and where are our purple culture drives a remarkable experience.

Our advice to you

HealthEquity is fiercely focused on hiring passionate individuals to contribute to our purple culture. If you speak passion, excellence, service, ambition, fun… we want to speak with you! We believe that your personality is as important as your experience and qualifications so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

Benefits & Perks

• Paid Parental Leave
• 401(k) match
• Dependent Care FSA match
• Medical, Dental, Vision
• Award Winning Wellness Program
• Ongoing Education & Tuition Assistance
• HSA contribution and match
• Uncapped Paid Time Off
• Gym/Fitness Reimbursement

Come be your authentic self

Why work for HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth . Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page .

HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy .