Senior Client Experience Manager

1 dia atrás

Belém, Pará, Brasil beBeeClientCentric Tempo inteiro US$80.000 - US$110.000
Job Summary

This role is a key position responsible for enhancing the client experience and operational effectiveness for complex Absence and Disability clients.

Key Responsibilities:
  • Maintains and oversees a centralized list of escalated clients, ensuring consistent tracking, timely updates, and accountability across stakeholders.
  • Coordinates with matrix partners to monitor resolution status and drive timely closure of open escalations.
  • Delivers regular updates and trending reports to internal stakeholders on escalated account performance and client experience themes.
  • Coordinates and delivers broker audits, ensuring high-quality documentation and alignment with expectations of national and regional firms.
  • Supports client meetings where needed to articulate service processes and reinforce our operational value proposition.
Absence / Disability Process Liaison
  • Owns process documentation and mapping efforts for complex clients, coordinating with internal and external teams to ensure accuracy and clarity.
  • Drives collaboration across Implementation, Claims, Operations, and Account Management to reduce friction points.
  • Partners with internal teams to support timely resolution of service issues and drive improvements to standard operating procedures.
  • Supports internal service strategy by contributing operational insights and helping translate client needs into actionable process enhancements.
Requirements:
  • Bachelor's degree or equivalent work experience.
  • 4+ years of client service experience, preferably in the Absence/Disability or Group Insurance space.
  • In-depth understanding of Group Insurance products, including FML, PFML, ADA, STD, and LTD.
  • Proven ability to manage complex client escalations and deliver results in a matrixed environment.
  • Strong written and verbal communication skills.
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint); experience with workflow and tracking systems is a plus.
  • Ability to independently manage shifting priorities while maintaining a strong client-centric mindset.
  • Some travel may be required.

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