Director, Client Service

divh2Director, Client Service/h2pThe Director, Client Service is a leadership role focused on optimizing client service processes, leading client service teams, and ensuring high levels of client satisfaction and retention. This leader of leaders role requires strong leadership, communication and analytical skills to drive improvements in service delivery, enhance client relationships and contribute to the companys overall success./ppThe Director of Client Services position requires to be onsite at a Zelis office one day per week./ph3What Youll Do:/h3ullipStrategic Planning and Execution - Develop and implement comprehensive operational strategies, policies and procedures that support the companys long-term goals. Continuous evaluation of resource allocation and processes to ensure efficiency and effectiveness. Collaborate with Client Service management team to set goals and develop strategic plans for the department./p/lilipLeadership and Team Development - Inspire, motivate, and cultivate high-performing managers and teams. Empower teams, foster collaboration, and drive organizational success through people development./p/lilipService delivery - Ensure high quality service delivery across all client touchpoints, addressing concerns and resolving issues effectively. Support resolution of complex client issues and complaints in a professional manner. Assess and evaluate customer satisfaction and service quality./p/lilipPerformance Monitoring - Track, analyze and actively manage service performance metrics. Identify trends and implement improvements./p/lilipProcess Improvement and Optimization

Identify areas for optimization and implement changes to enhance efficiency and effectiveness. Analyze current processes, identify bottlenecks and implement solutions to optimize workflows. Stay current on industry trends and make recommendations for service enhancements./p/lilipCommunication - Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency. Ensure clear articulation of messages, active listening, and the ability to negotiate and influence stakeholders./p/lilipChange Management and Agility

Support transformation initiatives, foster a culture that embraces change, and ensure teams are agile enough to respond to new opportunities./p/lilipCross-Functional Collaboration - Work effectively across different departments and with various stakeholders to align operations with broader business objectives. Bridge gaps between teams, drive cohesive strategies, and ensure that operational initiatives support the companys goals./p/lilipFinancial Acumen and Budget Management

Support budgeting, forecasting, and cost management analysis as needed. Manage approved budget and headcount allocation. Analyze drivers of work, capacity plans and headcount need./p/li/ulh3What Youll Bring to Zelis:/h3ullipMust have 7+ years of related client operations experience./p/lilipBachelors degree preferred./p/lilip3-5 years experience as a people leader required./p/lilip3+ years service operations experience required, with experience managing service/operations workflow processes in Salesforce or Jira preferred./p/lilipExpertise in operational management including KPIs required./p/li/ulh3Required Skills:/h3ullipAligning Performance for Success

Focuses and guides others in accomplishing work objectives. Creates a learning environment, identifies goals, establishes work plans, and provides coaching and timely feedback. Plans and supports the development of individuals skills and abilities so that they can fulfill current and future goals./p/lilipExcellent leadership, team management and organizational abilities/p/lilipSuperior knowledge of industry regulations and operational guidelines/p/lilipExcellent written and oral communication/p/lilipProven knowledge of performance evaluation metrics in a business setting/p/lilipAnalytical, decision-making and problem-solving skills/p/lilipStrategic Thinking and Planning/p/lilipChange management and adaptability/p/lilipEmotional intelligence and empathy/p/lilipInnovation and Continuous Improvement/p/lilipProven track record of leadership over an operations function/team/p/li/ulpPlease note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future./ppLocation and Workplace Flexibility/ppZelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies./ppWhile location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule./ppBase Salary Range/pp$139,000.00 - $176,700.00/ppAt Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role./ppZelis full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage./ppEqual Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all./ppAccessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com./ppDisclaimer/ppThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time./p/div