Description

Position Purpose:

The Client Services Director at Afni will partner with clients to achieve their business goals and objectives, while at the same time focus on Afni's profitable growth and overall strategic business unit plan.

This particular role will focus on the Client Services aspects of the Insurance lines, including overall subrogation (uninsured motorist, litigation, insured/C2C, arbitration, property, etc).

Additionally, this role involves strategic planning, monitoring/driving of performance metrics, driving continuous improvement, overseeing team development, actioning client feedback, and staying updated on industry trends.

Ideal candidates are dynamic leaders with a passion for client service, collaboration, and in achieving the art of the possible.

Essential Functions and Responsibilities:

• Strategic Account Liaison: Serve as the primary contact for the assigned portfolio of Afni's insurance clients, focusing on strategic business opportunities and contract negotiations to drive revenue, guide the division's strategic direction, and foster Insurance organic growth through existing partnerships.
• Client Relationship Management: Enhance and maintain client relationships, ensuring Afni's standards are met. Collaborate with leadership to exceed client expectations and build strong business relationships with key players and clients, ensuring alignment with their strategic goals.
• Marketing and RFPs: Contribute to marketing materials and RFPs, and participate in the development and presentation of client programs.
• Financial Oversight: Monitor the financial health of client contracts and programs, making necessary adjustments to ensure profitability.
• Contract and Cost Management: Collaborate with cross-matrix team members within Afni to develop strategies that minimize costs and enhance efficiencies in both existing and new contracts.
• Invoicing Supervision: Oversee monthly invoicing processes to ensure timeliness and accuracy.
• Innovative Solutions: Proactively offer creative and innovative solutions to support clients' current and future success.
• IT Collaboration: Work with Afni's IT Service Groups to create and improve programs, products, and services tailored to client needs.
• Service Quality: Partner closely with Afni's matrixed organization to achieve high-quality service across the client base, meeting departmental deliverables and key operational performance metrics.
• Organizational Development: Determine service organizational structure and development needs, create workforce forecasts, and plan staffing and training for evolving business needs.
• Team Leadership: Provide guidance and leadership to multiple Client Service team members, fostering the development of various accounts.
• Operational Collaboration: Partner with Operations and support groups to meet client performance metrics and internal goals.
• Performance Metrics: Manage performance metrics, set the vision for continuous improvement, and report on metrics and action plans to the team and senior management.
• Process Improvement: Drive process improvements by leveraging insights to enhance program performance.
• Project Sponsorship: Take the lead in sponsoring and overseeing the implementation of new projects.
• Escalation Management: Handle service delivery escalations requiring senior management intervention.
• Risk and Compliance: Work closely with Afni's stakeholders to manage risks and ensure contractual compliance. Ensure all internal audit and compliance requirements are met.
• Travel: Ability to travel (30-40%) to remote service centers and/or client sites as needed.

Requirements

Minimum Job Requirements (Education, Experience, Skills):

• Bachelor's degree.
• 8+ years of Proven experience in overall Client Success Management and/or Client Relationship Management in the insurance subrogation / claims industry including carrier to carrier, property, arbitration and uninsured motorist claims.
• Previous supervisory or management experience required.

Referral Program:

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