Senior Manager, Client Services (HC Ops, Contact Center)

Senior Manager, Client Services

Remote with travel up to 20% of the time

Role Description Our Senior Managers in client services serve as leaders for both project teams and clients. Often viewed as a transitional role to leadership, this role usually comes with a learning curve. You'll learn to view entire client organizations, refine your general management skills, drive business decisions, and build our company s assets. Internally, Senior Managers have a seat and a voice at the leadership table you'll play a pivotal role in the business as you fulfill various leadership roles, increase practice-area expertise, and support the development of managers and consultants.

Responsibilities

• Lead development of actionable strategies to drive growth across selected service offerings, key clients, and focus areas
• Analyze emerging technology trends, develop technology outlooks, synthesize implications and recommendations relevant to areas under study
• Develop quantitative models for market sizing, business cases, scenario analysis
• Research and analyze emerging business, clinical, and operating models and apply to address clients business/clinical problems under development
• Manage complex strategy, design or implementation projects with multiple work streams
• Oversee primary research including developing research hypotheses, questionnaire design, interviewing subject matter expert, and synthesis of findings
• Develop deliverable and service offering storyboards and adapt messaging to different stakeholder groups
• Work with key stakeholder groups to gain buy-in on analysis conclusions and recommendations
• Develop executive presentations for senior leaders
• Manage client relationships, engagement risks, and project planning and budgeting
• Serve as performance manager and coach for junior staff
• Coordinate internal & client resources and third parties/vendors for the flawless execution of projects
• Set the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility

Skills

• Leadership Skills: keep project resources motivated, resolve conflicts, and make hard decisions
• Time Management: Individual will be working with fellow employees, consultants, clients, and management, often spinning multiple plates at once
• Strong people management and talent development skills
• Project management skills, up to $1M size / scope
• Analytical Skills: Need analytical skills to be able to solve problems that may come up during a typical workday. Analyzing and synthesizing data and making decisions that affect the project on a regular basis
• Deliverable development: integrates, packages and presents material with the client or prospect in mind
• Business development: visibly active in significant, successful sales efforts within existing or new clients
• Excellent client-facing and internal communication skills
• Excellent written and verbal communication and presentation skills
• Solid organizational skills including attention to detail and multi-tasking
• Strong working knowledge of Microsoft Office

Requirements

• Solid understanding and/or hands-on experience in IT healthcare systems and operations technical background a plus
• SME knowledge around contact center, telecom technology within a healthcare organization.
• Experience within a consulting environment, focusing strategy or managerial experience within corporate or business unit function preferred
• Undergraduate degree (Engineering, clinical sciences, or business with analytical and quantitative focus preferred)
• MBA or Master's degree preferred)