Duties and Responsibilities:
 Lead delivery of administrative services for large and complex client accounts including but not
limited to completing project deliverables on time and/or proactively communicating status if
deadlines are in jeopardy of being missed.
 Communicate and consult with clients on issues, legislative changes and on other service
delivery functions with a consultative approach.
 Continually work toward keeping internal and external stakeholders informed of progress and
issues on the account.
 Ensure all tasks are documented according to the internal guidelines and updated proactively
in the internal system tracking tools to meet deliverable dates.
 Collaborate across internal teams by facilitating issue review and solution identification,
resolving problems and in delivering results for clients. For example, leveraging the root cause
analysis tool to evaluate escalated issues and share information with leadership as well as with
their peers in the
event of a global issue impacting other clients.
 Draft, maintain and communicate work orders for client requests, estimate work effort and
required tasks across cross functional team members. Ensure scope, assumptions and fees are
documented correctly, and obtain proper internal reviews prior to sending to the client.

 Review monthly invoices for accuracy including client standard fee schedule, out of scope
items and revenue recognition.
 Work with the call center to make sure they have the correct information to provide high quality
service to clients and their employees by making sure Knowledgebase is updated timely and
training is coordinated and delivered in advance of changes to a client’s service delivery.
 Review and respond to Tier 2 call center escalations by delegating to the Client Support
Specialist for assigned clients.
 Analyze and interpret all client materials used for benefit administration to ensure that they are
current and meet quality standards.
 Lead all internal requirements documentation creation and ensure other benefit related
materials are consistent with the clients specifications and are properly and professionally
prepared.
 Lead the annual enrollment process including reviewing annual plan design changes, updating
requirement documents, making site updates, creating and executing test plans and completing
other tasks based on the project plan.
 Test plan creation and execution for all client deliverables including site changes on assigned
clients and global software enhancements.
 Identify training opportunities and suggest process improvements to streamline ongoing
delivery and be a mentor to other Client Delivery Managers.
Communication: Ability to read, interpret and write complex reports and business
correspondence related to business, technical, legal and other such matters as they relate to
the position as well as the ability to speak/listen clearly and effectively to persons at multiple
levels both inside and outside of the company. Strong verbal and written communication skills
including the ability to provide detailed internal and external communications to successfully
document instruction and process.
Analytical: Ability to understand limited cause and effect, create instructions, solve practical
problems and deal with a variety of complex variables in situations where only limited
standardization exists. Must be capable of critical thinking. Ability to anticipate problems before
they escalate and the ability to be prepared to propose a solution. Problem solving skills with the
ability to demonstrate a disciplined and logical thought process for each situation. The ability to
find innovative alternatives to issues prior to evaluating and making decisions.
Computer: Proficient in Microsoft Office Suite, including but not limited to: • Excel - pivot tables,
V look-up, simple queries • Word letter writing, mail merge and PDF creation • Outlook creating
and responding to e-mails, scheduling meetings reserving resources, including others.
Planning/Organizing: Plans and arranges a significant portion of own work against defined
objectives. Ability to prioritize and multi-task on different projects and to ensure deadlines are
met.