5 Assistant Vice President, Client Services Jobs in St. Louis, MO

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Assistant Vice President, Client Services

Concordia Plans

St. Louis, MO | Full Time

$224k-278k (estimate)

2 Weeks Ago

Vice President of Clinical Services

Places for People, Inc

St. Louis, MO | Full Time

$183k-323k (estimate)

1 Month Ago

Vice President of Support Services - Senior Living

Arvum Senior Living

St. Louis, MO | Full Time

$158k-215k (estimate)

1 Week Ago

Executive Assistant to Vice President of Human Resources

Swank Motion Pictures

St. Louis, MO | Full Time

$73k-90k (estimate)

6 Months Ago

Executive Assistant to the President & CEO and the Executive Vice President & COO

Gateway Region YMCA

St. Louis, MO | Full Time

$70k-89k (estimate)

11 Months Ago

Assistant Vice President, Client Services

Concordia Plans St. Louis, MO

$224k-278k (estimate)

Full Time 2 Weeks Ago

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Concordia Plans is Hiring an Assistant Vice President, Client Services Near St. Louis, MO

Assistant Vice President, Client Services

General Summary
At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. The Assistant Vice President, Client Services is accountable and responsible for developing, implementing, and measuring our customer experience strategy, which aligns with our mission and organization strategy.
Concordia Plans has a reputation for outstanding culture, most recently winning the 2023 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award and the Top Workplaces 2021 and 2022 St. Louis Post-Dispatch awards. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.
At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod
Essential Job Functions
Strategy & Customer Solutions

Guides the philosophy that Concordia Plans Client Services employs to serve its customers
Collaborates with internal product, marketing, ministry relations and finance leaders to develop strategies and solutions and identify issues to enhance and improve the customer experience
Builds, nurtures. and expands relationships with current ministry clients to fully understand their needs and how we can support them.
Provides leadership and direction on opportunities for account retention and lead generation.
Oversees the issues resolution processes to enhance the organizational and departmental service delivery strategies.
Leads in the ownership and use of reporting analytics, data integrity, customer feedback, scorecards, key performance indicators and other indicators to proactively facilitate customer focused improvements that lead to improved satisfaction
Introduces best practices that specifically address the needs of our customers
Is an active member of the leadership team working cross functionally on organization wide project efforts, key metrics, and strategies

Customer Feedback

Develops and manages a system to capture member and employer feedback and provide necessary data to manage performance and make improvements to the service model
Define, communicate, and implement a customer service model that optimizes value for our customers and for Concordia Plans based on customer feedback
Systems, Process and Project Management
Partners internally with marketing, benefit administration systems, auditing and IT on the annual open enrollment cycle including planning for new rates, employer elections, contracting, user testing, elections, and post enrollment activity file processing to make it a seamless process.
Optimizes communication, benefit administration systems, and process workflows to improve the customer experience
Partners with other departments and management to create highly effective issue resolution processes
Coordinates continuous improvement of work procedures with functional departments

Managing the Team

Responsible for overall management / accountability for client services, health and retirement solutions services, customer experience and ministry engagement
Responsible for oversight of outsources customer service functions.
Establishes and manages performance metrics to properly evaluate individual & team performance
Creates a high performing, customer focused team through proper hiring, onboarding, and development practices
Actively uses recognition and reward programs to reward employee performance
Manages resources/budgets, balancing expenses with customer satisfaction

Education and Experience

Bachelor’s degree from an accredited institution, required. Master’s/Advanced degree, preferred
Ten years or more experience with customer experience management, strategy and implementation
Five years or more experience in administering employee benefit programs, preferred.
Proven track record of achieving ambitious goals for elevating customer experience
Experience building executive level relationships and influencing change within the organization

Competencies

Build Strong Teams: Builds a culture aligned around shared goals and purpose. Intentionally coach and develop others, nurture networks, and attract strong talent.
Model Resilience: Leads with optimism and composure, setting the tone for others. Is self-aware, humble, and open to alternatives when challenged.
Outcomes Oriented: Brings a bias for action and achieves meaningful, timely, and measurable results. Lives continuous improvement and operational excellence.
Strategic Thinking: Demonstrates sound judgment, discernment, and church/business acumen. Encourages new thinking and makes future-focused decisions.
Influence Others: Is a positive influence across and outside the organization. Paints a compelling picture and gains commitment for forward momentum.
Collaboration: Builds authentic relationships and harnesses the energy of others. Adapts interpersonal style and models productive dialogue and debate.
Change Agent: Is energized by change and welcomes new opportunities, quickly learns and adapts to change, personal maturity to evaluate and manage uncertainty and stress effectively. Ability to blend creativity and improvisational thinking with sensitivity to tradition and history.
Problem solving: Uses rigorous logic, systematic methods and analysis to solve difficult problems, able to exercise discretion and make decisions to resolve issues and questions, anticipates the implications and consequences of situations and takes appropriate action, is excellent at objective analysis, and asks questions, seeks answers and engages others in analyzing and developing solutions.
Organizational savvy: Ability to navigate effectively in regulated industry and with complex organizations required; develops thorough knowledge of the structure and function of the Lutheran Church—Missouri Synod and its related entities.
Trustworthy: Acting with integrity, being honest and credible, reliable, having positive intent, able to present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.