Job Description

Job Title: Client Services SupervisorJob Code: E01214Reports To: Manager of Account ManagementFLSA Status: ExemptGrade Level: 28Last Updated: December 2024Position Summary:The primary responsibility of the Client Services Supervisor is to ensure strong team performance on team goals and to create a positive work environment. This position tracks key performance indicators to identify trends and areas of improvement for the Client Services team. This position provides coaching, development and oversight to team leaders, direct reports, and indirect reports. The role conducts formal performance reviews and is responsible for recommending discipline and termination decisions to the Manager of Account Management for approval.The Client Services Supervisor handles escalated issues from the Client Services team. This role also leads the execution and implementation of process and system changes to ensure successful transitions.Responsibilities:1. Tracks and analyzes performance indicators to ensure team success in meeting goals. This work may include but is not limited to:•Generating and analyzing regular reports, identifying trends and areas for improvement;•Recommending and executing solutions to ensure goals and metrics are achieved;•Identifying and escalating systemic trends impacting team performance;•Participating in process improvement initiatives for the department.2. Provides coaching and development to direct and indirect reports. This work may include but is not limited to:•Conducting weekly coaching conversations with team members to ensure development;•Fostering a positive and motivating work environment by recognizing and rewarding achievements and providing constructive feedback;•Creating a culture of continuous learning and professional development;•Developing and implementing rewards and recognition programs to create a motivating and engaging environment;•Facilitating regular team meetings to ensure strong communication, promote a positive work environment and communicate on key initiatives.3. Conducts performance reviews and performance management discussions with all team members. This work may include but is not limited to:•Collaborating with Team Leaders to understand performance trends to be addressed in formal performance reviews or performance management conversations;•Monitoring performance measures for other direct reports;•Conducting meetings to deliver formal performance reviews or performance management discussions with direct and indirect reports;•Creating development plans and documentation for tracking performance, setting expectations, and ensuring compliance with all applicable employment laws;•Completing quarterly check-ins with team members to ensure progression of individual development plans;•Recommending promotion and termination decisions to the Manager of Account Management for approval.4. Handles escalated issues from the Client Services team. This work includes but is not limited to:•Collaborating with the Account Management Supervisor on complex service or reporting issues;•Identifying solutions to address complex account requirements for reporting;•Recommending opportunities for distinctive and innovative methods to support the client experience;•Addressing systems issues that disrupt the production or quality of client reporting.5. Leads the execution and implementation of process improvements, intradepartmental process efficiencies and system changes. This work may include but is not limited to:•Collaborating with other departments to learn and understand the impact of operational changes to the production of clients' reports;•Communicating upcoming changes to team members on a proactive basis;•Leading the change management process to ensure effective adoption and implementation of changes throughout the team;•Coaching team members through the change management process to ensure full adoption of changes;•Gathering feedback from team members to understand implications of changes and providing solutions.6. Manages staffing requirements for the team including hiring and onboarding team members. This work may include but is not limited to:•Conducting interviews for open positions and selecting top talent;•Facilitating the new hire onboarding process to ensure a positive employee experience;•Creating and communicating assignments for all team members;•Training team members on new assignments and projects;•Reviewing and approving all time off requests;•Collaborating with the Human Resources team to extend offers of employment.Qualifications:•Minimum of 5 years' experience in the health benefits arena, preferably in account management or operations;•2+ years' leadership experience;•Experience providing coaching, feedback, or mentorship to team members;•Current Missouri health insurance license;•Advanced problem-solving and decision-making abilities;•Exceptional verbal and written communication skills;•Detail-oriented with a commitment to accurate documentation.Competencies:•Appreciation and recognition•Coaching•Comfort with ambiguity•Confidentiality•Delegation•Diagnostic skills•Interpersonal awareness•Leads for high performanceEnvironment:•This position currently functions as a hybrid role working from both home and in-office environments. Any at-home office setting must be conducive to all guidelines outlined by the organization.•General office working conditions which may require sitting for extended periods of time.•This role is required to regularly attend in-person meetings, the frequency of which is determined by management based on departmental or organizational needs.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Specific vision abilities required by this job include the ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee is frequently required to use hands and arms to handle, feel, reach and operate a computer.Disclaimer:This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties or responsibilities that will be required. The organization reserves the right to modify this job description at any time; including assigning or reassigning job duties or deleting this position at any time. Delta Dental of Missouri

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