PSR Lead

JOB RESPONSIBILITIES Note: The essential duties and primary accountabilities below describe the general nature and requirements of this position and are not intended to be an exhaustive list. The Team Lead may perform all or most of the responsibilities listed. Specific tasks, responsibilities, or competencies may be outlined in individual performance objectives as established by the Team Lead’s manager. 1. Supervise all aspects of participant service delivery with a proactive, participant-advocate mindset to ensure high levels of client and participant satisfaction with products and services. 2. Lead and supervise a team of participant-facing representatives responsible for delivering a best-in-class service experience. 3. Identify opportunities for process improvement and efficiency; champion change management initiatives that support a culture of continuous improvement. 4. Partner closely with Client Services and collaborate cross-functionally with Sales, IT, Finance, and other internal teams to ensure client-specific requirements are understood and effectively executed through service delivery. 5. Demonstrate mission by leveraging technology and innovation to deliver quality service, challenging the status quo and applying a Simply Smarter approach to service execution. 6. Utilize  technology platforms to research and analyze service data, proactively identifying potential risks and opportunities to enhance the participant and client experience, particularly during implementation and renewal periods. 7. Prepare and deliver timely, accurate status reports to leadership, providing clear insights into service level metrics, quality monitoring results, escalation trends, performance management, and workforce management. 8. Analyze key service and productivity metrics to assess team performance, identify trends, and lead initiatives to maximize efficiency through effective use of resources and technology. 9. Serve as a point of escalation for participant inquiries and complaints; develop timely action plans and ensure commitments are met to build trust and deliver effective resolution. 10. Collaborate with direct reports to support individual and organizational success through performance coaching, training, and ongoing development focused on service quality and soft-skill enhancement. 11. Establish, monitor, and apply key performance indicators (KPIs) to measure team and individual success; coach, train, and mentor team members to meet internal goals and exceed service expectations. 12. Act as a key contributor to company-wide strategic initiatives by collaborating with cross-functional teams to support timely and successful project execution. 13. Establish, maintain, and regularly review Salesforce dashboard reporting to identify clients at risk, particularly during implementation and renewal phases. 14. Identify and promote ongoing learning and development opportunities for direct reports to strengthen product, platform, and process knowledge; build bench strength through internal and external training. Serve as a subject matter expert (SME) when needed and support other teams as appropriate. 15. Continuously build knowledge of the benefits industry and remain informed of regulatory changes; assist in communicating updates and providing training to team members as required. 16. Support hiring and talent selection efforts by identifying role-specific competencies and KPIs necessary for team success. 17. Foster strong participant relationships by actively engaging in workflow management, service delivery, and knowledge sharing to improve productivity, product understanding, and overall service outcomes.