Senior Client Service Manager

Key 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.
* Exhibit advanced wide-ranging experience, using in-depth professional knowledge, acumen, concepts, and company objectives to develop, resolve complex models and procedures.
* Exhibit strong problem-solving skills, applying innovative and effective solutions to complex issues.
* Have a clear understanding of how various disciplines within WEX interrelate and contribute to overall objectives.
* Communicate and consult with clients on issues, system functionality, best practice, industry standards legislative changes and on other service delivery functions with a consultative approach.
* Ensure all tasks are documented according to the internal guidelines and updated proactively in the internal system tracking tools to meet deliverable dates. If deliverables are at risk, escalate to client or leadership appropriately.
* Collaborate across internal teams by facilitating issue review and solution identification, resolving problems and in delivering results for clients.
* Leverage 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.
* Review and evaluate 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 for approval. Confirm client delivery and signature.
* Monitor/track out of scope, ACA, and Annual Enrollment revenue against budget.
* Manage capacity and resource assignments, including interview and performance evaluations.

* 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 call center tools are updated timely and training is coordinated and delivered in advance of changes to a client's service delivery.
* Identify training opportunities and suggest process improvements to streamline ongoing delivery. Additional job duties and responsibilities may arise when supporting assigned clients in delivering administrative services and the Client Delivery Manager is expected to perform these additional tasks as assigned.
* Own and/or participate in team-specific initiatives and company-wide workstreams.
* Coach and mentor colleagues.
* May manage direct reports.