AVP of Client Services - Businessolver

Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections.

The Assistant Vice President (AVP) of Client Services is accountable for driving operational excellence, service delivery consistency, client risk management, and team performance across an assigned client portfolio. This role leads Client Service Leaders (CSLs) by setting clear expectations, coaching for performance, developing leadership capability, and providing escalation support to ensure consistent execution of Businessolver’s client experience strategy.

Key Responsibilities

Client and Operational Leadership

• Lead service execution, client health monitoring, escalation management, and corrective action planning across assigned client portfolios.
• Ensure consistent annual enrollment delivery, service continuity planning, and proactive resolution of client impacting issues.
• Partner cross-functionally to align client strategies, address systemic service issues, and reinforce clear documentation and follow-through.
• Set operating rhythms that create visibility into service performance, escalation trends, execution risks, and action plans.
• Prepare CSLs to lead client conversations with data, sound judgment, and clear ownership of commitments.

People Leadership

• Directly manage and develop CSLs through coaching, feedback, role clarity, development planning, and performance accountability.
• Build leadership capability, support onboarding and capability development, and foster engagement, retention, and career growth.
• Identify talent risks, succession needs, and differentiated development opportunities within the CSL population.

Execution and Performance Management

• Lead daily operating reviews, monitor performance metrics, and use insights to prioritize action and continuous improvement.
• Ensure capacity, workload distribution, and resource allocation support client needs and team performance.
• Monitor adoption of new processes, tools, and expectations; escalate unresolved risks and reinforce accountability when gaps appear.

Business Partnership

• Support sales activities, finalist presentations, scope discussions, talent planning, workforce needs, and adoption of organizational initiatives.
• Perform other duties as assigned and comply with all policies and standards.

What You Need to Make the Cut

• 8+ years of progressive leadership experience in Benefits Administration, Client Services, Customer Success, HR Technology, or Healthcare.
• Demonstrated experience leading individual contributors and driving operational performance.
• Strong coaching, employee development, and performance management capabilities.
• Proven experience managing client escalations and service delivery risks.
• Proven ability to use data, metrics, and insights to guide decision-making and improve outcomes.