Senior Manager, Account Management
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Job Description
Senior Manager overseeing a team focused on account relationships at Aflac, a leader in voluntary insurance products. Managing staff, enhancing account satisfaction, and developing strategic initiatives.
Responsibilities:
- Manages a team of national account managers and account support staff focused on account relationships, stewardship, support; responsible for developing business plans for account retention, issue resolution, escalation management, and account support.
- Oversees the dedicated support team for accounts with enrollment services and solutions.
- Leverages business relations with internal partners to quickly resolve account concerns or questions.
- Coordinate with other departments to optimize overall account satisfaction; identify and track issues, conduct root cause analysis of persistent issues or sub optimal processes; develop solutions with partners to better support accounts.
- Oversees the development of quality controls; assists with reporting to ensure data integrity; assists with developing trigger reporting.
- Serves as an account management subject matter expert to internal/external stakeholders by leveraging an advanced understanding and expertise of products, services & technology.
- Collaborates with internal stakeholders on RFPs and go to market strategy.
- Manages and collaborates with each operational area to ensure overall organization growth and success.
- Develops and manages budget forecasting, manage hiring activities, team goal setting, semi-annual team assessment and calibration activities, and renewal/retention planning.
- Develops the department’s key activities to ensure adherence to training expectations; develops training strategies to help the department stay abreast of best practices.
- Coordinates strategic project initiatives and process reviews; ensures successful delivery of project expectations, including, but not limited to timeliness of completion, adherence to budgetary constraints, establishment of clear objectives, and facilitation of group discussion and decision making.
- Stays abreast of current trends and best practices in customer service, development, functional operations, and technology; directs, maintains control, and appraises performance of all operational functions for the department; maintains appropriate communications within area of responsibility, advising division senior management accordingly.
- Performs other duties as required.
Requirements:
- Bachelor's Degree in Business Administration or a related field
- 8 years of job-related experience
- Five or more years in a leadership role
- Three or more years insurance industry experience
- Or an equivalent combination of education and experience
- Knowledgeable in processes related to acquisition, implementation, service and administration of accounts
- Knowledge of budgeting and expense control to plan, implement, and maximize the expenditure of funds while maintaining and improving quality standards
- Strong project management, leadership, problem solving and practice development skills
- Strong personal computer skills with experience in Windows-based software
- Excellent verbal/written and presentation skills
- A working knowledge of instructional design,
- Experience with training needs analysis
- Training delivery and course management skills.
Benefits:
- Medical, dental, and vision coverage
- Prescription drug coverage
- Health care flexible spending
- Dependent care flexible spending
- Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
- 401(k) plans
- Annual bonuses
- Opportunity to purchase company stock
- 11 paid holidays
- Up to 20 days PTO to be used for any reason
- State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
- Other leaves of absence when needed to support physical, financial, and emotional well-being.
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