PIA Service and Retention Manager

Overview Manages, monitors and directs all activities, workflow and transactional management of a Regional Operations team within Health & Benefits in the Paychex Insurance Agency. Responsible for an allocated book of business. Provides direct supervision for exempt and non-exempt staff in an account management and service unit environment. Responsibilities Responsible for all activities associated with a specified book of business, geographically focused accounting for more than $3 million in annual revenue. Responsible for retention target for book of business along with onboarding new clients, annually renewing existing clients and expanding/growing revenue through increased product line penetration. Develops and maintains relationships with H&B sales, HR Solutions, MMS, Product Management, Operations, IT and Accounting partners to ensure optimal service to clients with minimal breakdowns between internal Paychex teams. Maintains and fosters carrier relationships, including General Agents, to ensure prompt and efficient service to their assigned client team based on follow-up and issue resolution needs. Meets and/or exceeds established productivity and quality standards. Communicates expectations to the team members and reviews processes on an ongoing basis to ensure team is meeting operational priorities. Assists in the establishment of policies and implements all policies and procedures relating to the workflow of the assigned team to ensure timely and accurate service. Maintains compliance with state, federal and insurance carrier guidelines, as well as standards set forth within the Agency, and HRS to ensure product and team integrity. Works with Agency Compliance, carriers and Paychex Legal to ensure Federal/State regulation compliance is achieved and strategic business decisions are implemented. Researches and proposes enhancements to existing products’ operational processes to create efficiencies and maintain service levels. Reviews business processes to ensure accuracy, efficiency in productivity measures and adherence to internal and external client service level standards, and recommends changes to maintain a competitive advantage. Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement. Assists Agency management achieve budgeted projections through labor expense and administrative expense controls. Life, Accident and Health must be obtained within 90 days of employment. Qualifications Bachelor's Degree - Preferred 5 years of experience in related field 2 years of supervisory experience Relevant Insurance License: This role requires eligibility for applicable insurance licensing in all 50 states, which may involve an enhanced background check. If not currently licensed, the necessary insurance license(s) must be obtained within 90 calendar days of the official start date. Failure to obtain the required license(s) within 90 days and to maintain eligibility may result in corrective action, up to termination. Paychex Insurance Agency, Inc. (PIA) will cover the cost of up to two (2) attempts to pass a state insurance licensing exam including exam materials and testing fee. Any additional attempts are the employee's responsibility. If hired with an active license, the employee is responsible for timely updating/verifying any changes to state licenses prior to start date, including changes in residence, email, mailing address, or name changes. Compensation In the spirit of pay transparency, the starting base pay range for this position is $73,700.00/Yr. This range represents base pay and does not reflect other components that make up the total rewards package. Overall compensation will be determined based on factors such as geographic location, skills, education and experience, and may be outside this range. Benefits We value your well-being: over 21 comprehensive rewards, including medical coverage, virtual wellness classes, tuition reimbursement, 401(k) + employer match, adoption assistance and more. We value your time: paid time off, company holidays, culture days, and work-life balance programs. We value your development: award-winning training and development programs to support ongoing learning and career growth. We value your perspective: diverse workforce and an inclusive culture where your voice is heard. We value our communities: paid time off for volunteerism and company-wide/community initiatives. Note: Benefits described apply to full-time employees. Benefits for part-time, contract, and intern roles may vary. Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on qualifications, experience, and merit. We comply with applicable federal, state, and local laws prohibiting discrimination in employment. #J-18808-Ljbffr