The Director of Account Management will work closely with the head of sales and underwriting to provide overall management of the North America portfolio of in-force business. The candidate for this role will have a significant customer service background and be able to train, coach and mentor the account management staff on sales support tactics, customer service, and portfolio/program management skills.

Responsibilities include:

• Oversee a team of Account Managers that internally support designated GBG Sales Reps and broker relationships

• Manage and monitor client account management assignments and workloads

• Train account management staff, at time of new-hire and ongoing

• Maintenance of standard support levels while promoting excellence

• Oversee the renewal process for all in-force business within the NA region

• Present a positive image of GBG to the marketplace

• Solid understanding and ability to communicate GBG operating principles, product variations and sales cycle

• Recognize client concerns and communicate internally for suggested process improvement

• Flexibility for customization and provide escalated levels of support as needed

• Monitor account management calls with clients to offer suggestions for improvements or gain knowledge of best practices to share with the team

• Ability to build and maintain strong working relationships with other internal teams

• Ability to professionally handle complex situations and manage escalations as needed

• Ultimate oversight of performance standards related to client account management efficiencies, accuracy of client documents, flow of renewal processes, etc.

• Coordinate resources to provide general sales support and assistance as needed

• Other tasks as assigned by Senior Management

• Directly manage specific key GBG accounts

• Meet set KPIs and group persistency targets

• Participate and oversee renewal meetings with key GBG clients

• Oversee Account Management reporting needs
  

Qualifications/Requirements:

• Excellent verbal and written communication skills

• Ability to multi-task and prioritize for self and other team members

• Ability to coach and provide constructive feedback and also reward excellent customer service

• Client-focused solution and customer service background

• Exceptional relationship builder

• 5+ years Insurance industry or working with brokers/consultants

• 5+ years managing others preferred

Bachelor’s Degree or 5+ years relevant experience in account management

Overview

Responsible for directing all aspects of customer benefit plan implementation of New Business and Existing Clients. Partner with all key internal and external stakeholders to proactively deliver a seamless implementation that meets/exceeds client expectations.

Specific Responsibilities

• Serve as the implementation quarterback between Sales, Account Management, Underwriting, Policy, Enrollment and Commissions on new business

• Ensure all parties are on track with implementation requirements, schedules, and deadlines by coordinating with team members on various teams

• Act as a single point of contact for facilitating new business implementation kick offs and runs status meetings with clients

• Coordinate applicable portal requests internally, including the GAP (Group Admin Portal)

• Coordinate with enrollment to facilitate policy build, fulfillment, and billing (policy team, commission set ups)

• Coordinates and validates policy QC process

• Ensures strategy is administered in accordance with all performance guarantee arrangements

• Work with Commissions to finalize set up and QC

• Evaluates impact of customer requested exceptions and develops reasonable alternatives to satisfy Client needs while minimizing impact on systems and operations

• Track, manage, and communicate identified issues and risks to key stakeholders

• Perform post implementation evaluation to identity successful and unsuccessful implementation elements

• Lead strategic thinking in connection to newly identified process gaps and issues to enhance or improve operational processes

• Assists operations with SLAs and tracking of new business
  

Required Qualifications

• 3-5 years operations experience, within the insurance industry is a plus

• Exceptional Communication Skills (Written and Verbal)

• Strong collaboration, prioritization, and presentation skills

• Project management experience

• Comfortable leading meetings and driving for results

• Ability to work in a highly matrixed environment

• MS Office Suite Proficiency

Preferred Qualifications

• Exception organizational and time management experience

• Ability to manage multiple implementations simultaneously.

• Knowledge of International student or corporate insurance programs.

• Experience communicating for impact and obtaining buy in from decision makers.

• Education - Bachelor’s degree or equivalent experience

Position Summary:

Global Benefits Group (GBG) seeks an experienced process-driven manager to improve its operational processes. The Process Excellence Manager will implement processes, metrics, analytics, improvements, and controls to ensure that we deliver the highest quality service to our customers. GBG aims to become the best service provider in the industry.

As the Process Excellence Manager, you will guide GBGs effort to create and maintain processes that are customer-centric, scalable, and efficient.

You will lead cross-functional projects and work with areas across the company to deliver best-in-class customer outcomes.

Job Responsibilities:

• Create a framework for process improvement and quality assurance within GBG.

• Responsible for documenting current state and suggesting improved processes that create better customer outcomes, are scalable and more efficient.

• Lead the creation and deployment of operational training across GBG Latam.

• Managing the operational reporting for GBG, gaining insights for further improvements.

• Direct supervision of any resources allocated to process improvement and quality areas.

• Monitors and anticipates industry-specific changes that can impact the business, its customers or distribution.

• Responsible for the creation and ongoing maintenance of quality documentation to ensure it is consistent with current procedures and practices.

• Other duties and special projects as assigned.

Job Requirements:

• 5+ years experience working in process improvement or total quality areas.

• Experience with change management and transformation

• Knowledge of health insurance or related fields.

• Bachelor’s degree.

• Strong knowledge of the local competitive landscape and pertinent regulations.

• Project management experience.

• Excellent analytical and mathematical skills.

• Ability to travel domestically and abroad when required.

• Strong interpersonal skills.

• Ability to lead cross-functional teams and external resources to execute strategic initiatives.

• Proven success working within a matrixed organization and establishing strong relationships across all functions.

• Ability to manage multiple tasks that vary in complexity and urgency.

• To act at, all times, in accordance with the company’s code of conduct and best practice standards.

Employee Benefits

• Health, Dental, and Vision

• 401K / Roth

• Life Insurance

• Long Term Disability Insurance

• Training Reimbursement

• Paid Holiday and PTO time

Position Summary

The Sales Director is responsible for ensuring the growth of the company in its markets, working closely with different areas of the company to ensure that the distribution obtains everything necessary to sell the company's products. 

Job Responsibilities

• Manage GBG’s product portfolio, driving market penetration of existing products. Identify and evaluate opportunities for differentiated new products, product line expansions and product improvements.

• Responsible for new sales budget, forecasting, and regional strategies for its markets.

• Analyze sales data trends to identify notable shifts. Develop action plans as needed.

• Monitor market trends impacting GBG’s products, developing strategies to maintain a market leadership position.

• Direct supervision of the personnel in charge. 

• Own and manage competitive analysis for GBG’s competitors, ensuring that GBG’s products are effectively positioned in the marketplace.

• Lead price strategy development taking into account competitive landscape.

• Develop sales tools and training to drive desired sales team and distribution behavior.

• Identify new sales channels, brokers and agents.

• Lead the implementation of new strategic initiatives (i.e. new products, new partnerships, new sales channels, entering new markets)

• Ensure growth is profitable and aligned to the company’s short- and mid-range plans

• Continuously forge strong and sustainable relationships with producers throughout its markets. 

Job Requirements

• Bachelor’s degree in Marketing, Business or related field required. Master’s degree is preferred.

• Minimum 5 years of marketing/sales experience required in IPMI within the region.

• Direct experience in the development, implementation, and regulatory approval of health insurance products.

• Extensive travel to its markets is required.

• Strong interpersonal skills.

• Proficiency in Microsoft Office. 

• Ability to lead cross-functional teams and external resources to execute strategic initiatives.

• Proven success working within a matrixed organization and establishing strong relationships across all functions.

• Ability to manage multiple tasks that vary in complexity and urgency.

• Excellent written and verbal communication skills in both English and Spanish is required.

• To act at, all times, in accordance with the company’s code of conduct and best practice standards.