Manager, Participant Services

Job Title Provide direct, ongoing oversight of client relationship and internal Benefits Administration support staff (Benefits Specialist I and II).Ensure the continuous, timely completion of all related deliverables and tasks associated with assigned accounts and in accordance with client contracts as well as defined client processing schedules and procedures. Coordinate all aspects of the client's major enrollment initiatives, particularly the annual enrollment effort. Serve as the client's primary point of escalation for any issues, concerns and change considerations. Ensure that internal account documentation and delivery schedules are kept in a current, accurate state and consistently made available to internal resources (unit and cross-departmental). Ensure that support resources are adequately trained. Maintain a strong client presence on an ongoing basis. Support revenue growth by critically analyzing client relationship against Baker Tilly Vantagen services and capabilities in an effort to expand the suite of services provided to each. Provide meaningful leadership support to assigned counselees in accordance with the guidelines set by the Baker Tilly Performance Counseling program. Responsibilities are, but not limited to: Serve as a key point of contact for clients, ensuring responsive, professional, and high-quality service. Build and maintain strong client relationships by understanding needs, expectations, and priorities. Proactively address client questions, concerns, and service issues, ensuring timely and effective resolution. Coordinate with internal teams to ensure client commitments, deliverables, and service standards are consistently met. Monitor client satisfaction and identify opportunities to improve the overall client experience. Manage escalated client issues with professionalism, sound judgment, and a solutions-oriented approach. Support client retention and growth by identifying evolving needs and opportunities to provide additional value. Model and reinforce a client-first approach across the team. Conduct daily and weekly reviews of scheduled and completed tasks for assigned account base Update and post timely any and all changes to client documentation using the established methods and channels Review open case activity to a minimum frequency of weekly to ensure completion in accordance with Baker Tilly Vantagen's response and resolution standards When applicable and upon realization, facilitate root cause issue analysis and action planning, coordinate execution of plan and timely communication to client stakeholders Orchestrate the end-to-end planning and execution of all major client enrollment initiatives post-implementation Orchestrate and facilitate ongoing client stakeholder servicing/relationship reviews as well as the delivery of pertinent service support information (reports, snapshots, updates, etc.)Conduct monthly/semi-monthly meetings with Performance Counselees ; report discussion points, action items, items for follow up to Director

The pay range for this position is $67,000 to $110,700. This range represents a good-faith and reasonable estimate of the compensation the firm expects to pay for this position at the time of posting. Actual compensation will depend on a variety of relevant factors, including an applicant's skills, experience, qualifications, professional certifications, work arrangements, geographic location, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range, and compensation decisions depend on the facts and circumstances of each case. Baker Tilly offers a compensation and benefits package to eligible employees.