• Manage a portfolio of clients with annual recurring revenue (ARR) between $5M and $8M+.• Directly oversee client relationships, ensuring high-quality and timely delivery.• Develop and manage project plans, governance, and client stewardship.• Organize regular client meetings to maintain excellent customer service.• Ensure contractual compliance and handle financial management.• Recruit, develop, and lead a team that embodies our core values: Higher Standards, Greater Accountability, and More Fun.• Forecast staffing needs, manage expenses, and guide the service delivery team.• Provide day-to-day guidance and career development coaching for team members.• Assist in rolling out new technology and services to clients as part of product strategy.• Drive operational efficiency through SOP creation, refinement, automation, and innovation.• Coordinate with bswift’s leadership team, including call center, COBRA/FSA, billing, product management, and IT teams.• Support sales and marketing efforts as needed.• Consistently reflect and promote our core values in interactions with associates, clients, and partners.

• Manage Health, Life & Time Away Solutions team (8 full-time employees) and external vendors (total annual spend of over $15mil). • Responsible for oversight and Plan compliance and strategy/design of Company benefit programs.• Work closely with Legal, Policy, and Procurement teams for compliance with contractual and Federal/State/Local regulatory requirements.• Successfully implemented new Health & Life Administrator for active employees and complex inactive/retiree population (total annual spend of over $8mil), resulting in annual enrollment rate of over 81% for active employees.• Rolled out Company-Wide Disability, Leave and Accommodations dashboard for U.S. and Canada People Leaders.

• Team oversight of Health & Life Dependent Verification audit (over 37k participants), resulting in company savings of over $12mil.• Negotiate reduction of over $100k in commissions during Disability & Life broker transition.

• Disability & Leave Vendor Manager.• Functioned as the Company subject matter expert in Disability, Leave, and ADA.• Successfully implemented new U.S. and Canada Disability & Administrator (total annual spend of over $2mil).• Streamline Company’s Disability overpayment recovery efforts, resulting in Company savings of over $1mil (2-year period).

• Assigned to specific customer account with over 40k lives.• Developed professional, productive relationships with all account constituents (internal functions including sales, operations, and executives, client personnel, client employees).• Facilitated on-going communications to ensure solid client relations; addressed client concerns, answered questions, sought resolution to issues as liaison between the client and internal resources.• Tracked and managed daily tactical issues; ensured customer satisfaction with services provided, resolved operational issues affecting client relations, and managed loss risk.• Received, assembled, interpreted and communicated customer and operations reporting data. Developed recommendations for operations and client policies, management actions.• Informed client of changes in legislation that affected Disability, Workers’ Compensation and Leave.

• Collaborate with the Director and Business Analyst to define the vision for KPA’s HR Management system.• Translate the vision into marketing requirements, functional specifications, and technical requirements for technical teams.• Serve as a subject matter expert and main contact for the technical team, addressing issues, proposing changes, and conducting user interface testing.• Coordinate all updates to content for KPA’s HR Management system.• Partner with attorneys, training developers, and Client Advocates to maintain relevant, updated, and compliant system content.

• Manage client accounts proactively using a client retention program and service objectives (calls, emails, quarterly and annual reports/meetings) to maintain satisfaction and confidence in KPA’s HR Management system.• Coordinate new client implementations and provide HR Management system training through on-site sessions and webinars.• Offer HR consulting including audits, webinars, affirmative action plans, project management, handbook/policy development, regulatory compliance, and general HR support for over 500 billing clients.• Support Account Executives by conducting HR Management system demonstrations for potential clients and assisting with contract interpretation during the post-sales phase.• Collaborate with IT Department and Product Manager to enhance HR software and processes.