Client Services Manager II

Overview of the Role

The purpose of the Client Services Manager (CSM II) is to motivate, inspire, and support the team members. The CSM II encourages, nurtures, mentors, and ensures that the team members are set up for success to provide great outcomes for VBP’s clients. The CSM II aids the ability to conduct operations to the highest standards without being operationally technical themselves. 

Major Responsibilities

• Leads 20-24 Team Members; 7-10 Client Engagements, across different lines of business/disciplines and or Special Project Team members 
• Responsible for the management of attrition, absenteeism, and leave.

• Responsible for completing progress reviews and co-creating a career development plan with team members.

• Responsible for effective Performance Development and Performance Management needs.

• Provides coaching and feedback to all team members.

• Effectively embeds leadership framework.

• Conducts regular touch base meetings and huddles with Team Members, identifying improvement areas and highlighting achievements; and

• Conducts and reports Training Needs Analysis in collaboration with L&D and Client Experience Team.
• Serves as the first point of contact for Clients and is responsible for each engagement.
• Supports and&