Job Details

Requisition Number 17-0055
Post Date 1/26/2018
Title Director, Client Services
Organization Concordia Plan Services
Job Grade 7
City St. Louis
State MO
FT/PT Full Time

Mission and Vision

  • Concordia Plan Services ‘walks together’ with LCMS ministries in caring for workers and their families…so that the Word of God continues to spread!
  • Our 2020 vision is to transform CPS from being solely a benefits provider to the most widely recognized source of employer and worker-related solutions for LCMS ministries.


Reporting Relationships

  • Director, Client Services reports to the Assistant Vice President, Customer Experience (CX).


General Summary

  • Director, Client Services leads a diverse customer experience team to provide exceptional service to employers and members with emphasis on improving retention and satisfaction. 


Essential Job Functions

Strategy & Customer-Centric Solutions

  • Champions the customer perspective and helps build a customer-centric culture.
  • Uses technology platforms and applications to create optimal workflow, processes and solutions to ensure highest levels of customer experience.
  • Engages in action planning for changes and rollouts impacting employers and members.
  • Collaborates with internal and external partners to align people, processes and automation for optimal service delivery.
  • Cultivates innovative problem solving and leads resolution of customer exceptions, escalations and actionable feedback.
  • Models best practices in building strong customer relationships in alignment with CPS segmentation and growth strategies.


Managing the Team

  • Responsible for overall management / accountability for Client Services staff.
  • Actively uses recognition and reward programs for outstanding employee performance.
  • Aligns management approach with organizational values and engagement goals.
  • In conjunction with AVP CX, area managers / team leads, determines appropriate staffing levels and ensures ongoing training of team.
  • Manages budget in coordination with division leaders to achieve stated financial target.
  • Establishes measures to show the performance of the departments in support of division and CPS goals.

Education and Experience

  • Bachelor’s degree in a business-related discipline.
  • Minimum of eight (8) years of relevant experience, with outstanding record of professional achievement.
  • Experience leading diverse team within CX, operations or related function.  
  • Experience with organization(s) that excel in customer experience.
  • Experience with applying advanced technology to enhance customer experience, improve efficiencies and solve complex problems.
  • Professional certification, e.g., CEBS, etc., preferred.


Competencies (Knowledge, Skills and Abilities)

  • Proven leadership ability for guiding assigned teams to achieve customer experience metrics and goals.
  • Champion and reinforce exceptional ethical standards through personal actions creating a culture of professionalism, honesty and integrity.
  • Ability to navigate effectively in highly regulated industry and with complex organizations; understanding of LCMS structure and operations.
  • Accepts accountability for one’s own and departmental performance by setting clear goals and expectations, tracking progress, providing feedback and coaching, and addressing performance problems and issues promptly; actively participates in employee development and seeks continuous learning to improve personal and team performance.
  • Steadfastly pushes self for results, prioritizing and executing tasks effectively with minimal supervision; maintains focus on organizational goals.
  • Ability to develop, maintain, and strengthen partnerships with internal and external customers; fosters a collaborative spirit; ability to demonstrate interest, skill and success in getting groups to work together.
  • Energized by and adapts easily to change; welcomes new opportunities; personal maturity to evaluate and manage uncertainty and stress effectively.
  • Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values (integrity, compassion, excellence, stewardship, accountability) in all internal and external communications.
  • Demonstrates a high commitment to the organizational mission by applying concepts and principles of the Integrity Service program or similar values-based customer service program; is dedicated to meeting the expectations and requirements of internal and external customers.
  • Uses logical, systematic and sequential approach to solve difficult problems; is excellent at objective analysis, and engages others in analyzing and developing solutions; anticipates the implications and consequences of situations and takes appropriate action.
  • Interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.


Supervisory Responsibility

  • Director, Client Services supervises: 
    • Manager, Customer Care
    • Quality Assurance Specialist (2)
    • Vendor Management Specialist
    • Internal Services Leader
    • Focus Team Leaders (2)
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