Senior Director, Client Services

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POSITION SUMMARY:

The Senior Director oversees the strategic direction of the department and its teams. They work with other senior leaders to develop and implement long-term plans, set goals, and manage budgets. The Sr. Director is also responsible for ensuring that departments work cohesively towards common objectives.

The Sr. Director is responsible for overseeing their assigned team(s) who act as the primary manager between Knipper departments, the Client Services Department, and assigned clients.  The Sr. Director has overall accountability for the management of client relationships, client satisfaction, and retention while providing oversight on program solutions, implementation, and management to both their direct reports and the client. The Sr. Director will create and maintain relationships with internal and external stakeholders and continuously identify new opportunities to enhance efficiencies while maintaining compliance. 

KEY RESPONSIBILITIES:

• Provide direction and motivate teams to complete projects and tasks
• Mentor Directors/Associate Directors
• Effective communication to build trust, inspire their teams and solve problems
• Ability to see the big picture and understand how the department fits into the overall company strategy and goals
• Make informed decisions about the team’s work and how to best allocate resources
• Resolve conflicts within the department between employees as well as with other department leadership
• Collaborate with others to achieve common goals, sharing ideas and supporting corporate initiatives
• Assist in shaping the department strategy and vision
• Navigate political and cultural dynamics within the organization to ensure balance of interests and needs of all stakeholders
• Building effective teams through hiring the right people, providing them with the right training, and creating an environment that motivates them to perform
• Managing the performance of the team members and providing coaching as needed
• Identify areas of improvement and recommend changes in policy or procedure when necessary to improve efficiency
• Oversee the development of budgets and ensure that they are followed
• Participate in strategic planning sessions with other management members to identify goals and objectives for the organization

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS 

Education/Training:  Bachelor’s Degree, preferably in a Business discipline.  Equivalent certificate training or experience may be considered. 

Related Experience:  Ten+ years’ management experience in business or customer service environment, with related operational knowledge and demonstrated success in managing teams, implementing projects, and interacting and collaborating with internal and external stakeholders, including but not limited to Software Engineering/IT, Finance, Project Management Office (PMO).   Proven ability to lead individuals and teams is critical. 

KNOWLEDGE, SKILLS & ABILITIES:

• Exceptional leadership skills to effectively lead managers
• Strong understanding of industry standards, business operations and regulatory requirements
• Excellent written and oral communications skills
• Planning and organization skills to facilitate goal-setting
• Innovative mindset to create new, effective solutions
• Analytical skills to interpret data
• Mathematical and financial skills for budgeting responsibilities
• Ability to use sound judgment, remain flexible, maintain professionalism, and re-establish priorities in a deadline-driven environment. 
• Ability to handle high pressure situations. 
• Proficiency and working knowledge of MS Office Excel, Word, Outlook and Power-Point 
• Experience preferred in advanced office applications, SFA platforms, CRM and collaboration, and project management software. 
• Strong in-person and remote presentation and meeting facilitation skills

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Extensive manual dexterity (keyboarding, mouse, phone)
• Regular use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms for prolonged periods of time

I understand this job description and its requirements.  I understand this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Knipper Health is an equal opportunity employer.