Senior Manager, Client Services

Job Description

Job Description

Senior Manager, Client Services

Location: California (Hybrid or In-Office, depending on business needs)

Employment Type: Full-Time

Reports To: Executive Leadership / Vice President

Direct Reports: 2–3 Client Service Managers

Position Overview

The Senior Manager, Client Services is a senior operational leadership role responsible for overseeing client service delivery, benefit administration operations, and carrier coordination for public sector and public safety clients.

This role manages a small team of Client Service Managers and serves as the primary escalation point for complex benefit issues involving firefighters, police officers, and other public safety employees. The position requires a strong understanding of member claims escalation within the insurance carriers/partners, negotiated benefits, California public agency environments, and the ability to lead with professionalism, accuracy, and calm in high-stakes situations.

Key Responsibilities – Client Service Leadership

• Lead, mentor, and manage 2–3 Client Service Managers

• Maintain high level service standards, workflows, and accountability

• Conduct performance reviews and provide ongoing coaching

• Serve as subject-matter expert for complex benefit issues

Benefit Administration Systems & Operations

• Oversee benefit administration systems including enrollment, eligibility, and carrier feeds

• Ensure accurate setup and maintenance of active and retiree eligibility

• Monitor transactions and resolve system or data discrepancies

• Improve workflows, controls, and documentation

Billing Review, Audit & Financial Accuracy

• Review audited carrier billing statements for eligibility and rate accuracy

• Identify discrepancies and manage retroactive adjustments

• Coordinate billing corrections, credits, and reconciliations

• Support annual and ad hoc audits for public-sector clients

Carrier & Vendor Partner Management

• Act as point of contact for carrier partners

• Resolve complex eligibility, billing, and claims issues

• Participate in renewals and carrier service meetings

• Advocate for clients while maintaining strong carrier relationships

Public Safety & Escalated Employee Support

• Serve as primary escalation point for sensitive benefit concerns

• Communicate professionally with firefighters, police officers, and families

• Apply knowledge of negotiated benefits and Labor Code 4850

• De-escalate high-stress situations with empathy and confidence

Required Qualifications

• 7+ years in benefits administration or insurance operations

• Experience managing client service teams

• California public sector client experience

• Strong understanding of negotiated benefits and carrier billing

· California Life, Health & Disability Insurance License

Preferred Qualifications

• Experience working with firefighters or law enforcement

• Brokerage, TPA, or public-sector consulting background

• Familiarity with retiree medical and disability coordination

Compensation

California Pay Transparency Disclosure:
The base salary range for this position is $100,000 – $125,000 annually, depending on experience, qualifications, and location.

This role may be eligible for performance bonuses, comprehensive benefits, retirement plans, and paid time off.