Manager, Sales Services

Selected candidate must reside in Southern California

Job Summary:

Manages the development and/or implementation of plans for project logistics and quality checks for initiatives. Manages teams meeting deadlines, resolving complex lead/prospect/customer and/or channel partner questions, and escalating critical issues when needed. Manages the team to identify, define, implement, and/or monitor goals, deliverables, and key milestones for complex projects containing multiple workstreams. Serves as an expert to teams participating in external and/or internal engagements and making formal presentations to various audiences. Provides oversight and guidance to teams on how to develop complex content and communications to align messages or to advance the sale. Manages team members to serve as a resource for health insurance benefits and product offerings in case follow-up questions arise for senior personnel internal and external to the organization. Manages the execution and coordination of all complex business processes related to lead/prospect/customer. Manages large-scale data entry, reconciliation, and processes departmental systems as appropriate to ensure integrity and reliability in data across functions. Manages the team to apply complex strategies and directs the assessment of lead/prospect/customer and/or channel partner needs, and provides solutions that link to KPs mission, vision and values, service quality, and current product and service offerings.

Essential Responsibilities:

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.
• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.
• Ensures the administration of benefits and products by: sharing strategy around internal business processes related to the benefits and product offering that Sales and Account Management teams are presenting to customers; managing team members to serve as a resource for health insurance benefits and product offerings in case follow-up questions arise for senior personnel internal and external to the organization; and utilizing advanced knowledge in one or more specialty areas of benefits policies to ensure that all alternate benefit requests meet benefit requirements and state and federal regulatory requirements and managing team to do the same.
• Manages effective communication practices by: serving as an expert to teams participating in external and/or internal engagements and making formal presentations to various audiences; managing the creation and dissemination of communications across functions to ensure that other teams are informed and up to date on important information and influencing events; and providing oversight and guidance to teams on how to develop complex content and communications to align messages or to advance the sale.
• Oversees practices to ensure sales data are used advantageously by: managing the team to conduct large-scale data entry, reconciliation, and processing in various applicable departmental systems as appropriate to ensure integrity and reliability in data across functions; and managing the team to utilize complex processes to conduct analyses for reporting on lead/prospect/customer accounts, sales, channels, activities, and or events to make strategic recommendations (e.g., membership and account trends) and action plans.
• Ensures a positive lead/prospect/customer and/or channel partner experience by: managing the team to develop complex strategies for increasing sales channels and building customer commitment, and for leveraging existing relationships with internal stakeholders, lead/prospect/customers, channel partners, and third-party administrator (TPA) to demonstrate value and build commitment; sharing advanced knowledge around applying complex strategies and directing the assessment of lead/prospect/customer and/or channel partner needs, and providing solutions that link to KPs mission, vision and values, service quality, and current product and service offerings; managing the team to respond to, encourage, and educate leads/prospects/customers, brokers, and consultants about added services and product enhancements in complex situations; and managing the team to identify opportunities and implement innovative solutions to better meet the needs of leads/prospects/customers and/or channel partners.
• Ensures contribution to project management efforts by: managing the development and/or implementation of plans for project logistics (e.g., process enhancement initiatives), including time and resource management, and quality checks for initiatives; serving as a expert to teams on meeting deadlines, resolving complex lead/prospect/customer and/or channel partner questions, and escalating critical issues when needed; managing the team to identify, define, implement, and/or monitor goals, deliverables, and key milestones for complex projects containing multiple workstreams; guiding and providing direction to teams on the completion of multiple complex tasks within customer-focused business units/lines of business (LOBs) in and/or across the organization to advance the strategic direction of projects and executing action plans; and driving application of complex strategies for continuous improvement of tools, technology, and processes to optimize effectiveness and encouraging others to do the same.
• Manages the sales process execution efforts by: guiding team members on how to identify key objectives and strategy for incoming lead/prospect/customer and/or channel partner information for Sales Account and Management colleagues; serving as an expert to teams on the execution and coordination of all complex business processes related to lead/prospect/customer; managing communication of information on progress, process, and requirements for lead/prospect/customer and/or channel partner information in a timely manner, across functions; managing the team to apply strategies to align lead/prospect/customer and/or channel partner requests and engagement strategies to address complex challenges; and managing the development and provision of comprehensive and compelling responses to lead/prospect/customer and/or channel partner requests which effectively position, differentiate, brand, and promote KPs diverse range of products and services.