This is a full-time remote position that can be located anywhere in the U.S.

Strategically focused and value driven, responsible for the overall management of the internal client relationship including customer satisfaction, communication and delivery of strategic and tactical initiatives improving operational and financial results. Plans and oversees enterprise-level support and service activities for products and services for a designated client or group of clients. Serves as the primary management contact and internal client liaison during delivery of Global Business Service (GBS) offerings – internal or outsourced. Works with delivery teams to execute contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.

Responsible for growing the client relationship by identifying new business opportunities driving GBS services deeper into existing functional areas in order to deliver business value. Develops client relationships and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to improve quality, reduce client cycle-times and reduce costs. Ensures quality service and operational performance within the parameters of program and delivery standards. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.

• Accountable for adoption of GBS service delivery
• Establish credibility & build trusted relationships w/senior leadership, role modelling GBS commitment to customer service, delivery excellence & operational efficiency.
• Serves as the primary management contact and internal client liaison during delivery of GBS services – internal or outsourced.
• Accountable for program deliverables and transition stabilization
• Gather senior stakeholder feedback on performance to ensure GBS meets expectations and operates at high levels of customer satisfaction.
• Partner as a consultant to Enlyte’s businesses for Continuous Improvement, Transformation and Innovation initiatives
• Collaborate with internal and external teams to manage a strategic and tactical plan to achieve the client’s GBS strategy and roadmap.
• Work with Strategic Sourcing and cross-functional team on Request for Proposals and participate in new opportunities to drive value to our businesses.
• Drive Service Management and Operational Governance of all GBS services with business owners, own performance scorecards on behalf of GBS.
• Work to grow the client relationship by identifying new business opportunities – GBS services deeper into existing functional services and expansion.
• Develop and execute joint strategic business plans, ensuring alignment with client business goals and objectives.
• Plan, manage and successfully lead presentations and face to face meetings with key customer stakeholders including C-suite audiences.
• Actively partner with Professional Services team in creation of project implementation scope and objectives, involving all relevant stakeholders.
• Serve as the point of escalation for customer issues; ensure all concerns are addressed quickly, thoroughly, and successfully.
• Conduct regular business reviews with internal clients, analyzing data and providing insights and recommendations to optimize their business performance.
• Provide transparency for solution options, timelines, and costs to Executive and Operational Leadership
• Develop business cases for major programs and transformation initiatives.
• Translate business requirements into recommended technology & operational solutions.
• Gatekeeper to ensure solutions are either strategic or profitable.
• Manage project portfolio & execution governance.

• Bachelor’s degree or equivalent
• 12+ years of relevant experiences
• Required: Experience in BPO / services industry
• Prior experience working in a shared service or global business services organization.
• Delivery experience in healthcare, clinical, medical bill review or property, and casualty industry, specifically worker compensation
• Strong evidence of the ability to expand strategic vision with executive decision-makers.
• Demonstrable experience in leading customer relationship management at a global level
• Experience working with resources across multiple countries and time zones.
• Clear ability to think strategically and execute methodically through an entire project and client lifecycle.
• Exceptional problem-solving skills with the ability to work in a rapidly changing environment and comfortable working through ambiguous situations.
• Demonstration of a strong technical aptitude: evidence of curiosity around new technologies and eagerness to learn.
• Demonstrated ability to develop authentic relationships and conduct substantive content discussions with key decision-makers.
• Service management experience
• Property and Casualty Insurance industry experience preferred.
• Lean / Six sigma experience or qualification or equivalent an asset.
• Commercial acumen
• Experience working with executive/senior level executives.
• Good communication skills
• Drive & resilience