Relationship Manager

The Relationship Manager is responsible for overall client satisfaction with Oasis’ products and service, as well as successfully managing the client renewal each year. The Relationship Manager oversees and leads ongoing relationship with client contacts and acts as the point of escalation for client issues/concerns. The Relationship Manager will work collaboratively with the sales, service and operations teams to ensure the client receives outstanding service, with every interaction with 100% of the teams in Oasis. This role will partner with Sales to build relationships with prospective clients during the sales process to assist in initiating a long-term partnership with the client and Oasis. In addition, Relationship Managers will provide account planning reviews (minimum quarterly) engaging the client, as well as, all other functional areas with oasis that interact with these clients. These areas are but not limited to: Payroll, benefits, sales and other operational areas (as needed).

Business Contributions:

The major business contributions of the Relationship Manager to Oasis Outsourcing include:

• Achievement of client retention targets for assigned book of business.
• Actively engage in the NPS process to drive client satisfaction
• Market to existing client’s new products and services.

Responsibilities:

Client Relationship Management

• Conducts face-to-face visits throughout the year
• Manage the annual client renewal process for book of business
• Report client account planning and feedback to key internal stakeholders and provide analytics on client engagement activities.
• Utilize Client Space to track
• Ensure appropriate resolution of client issues by partnering and collaborating with internal departments/subject matter experts and delivering action/recovery plans.
• As the Client’s point of contact, recommend strategic Oasis products and services, offering solutions to improve the Client’s workplace efficiencies.
• Manages client activities and on-site visits to create, develop, and maintain strong business relationships, retain clients, ensure quality service and build revenue.
• Initiative consultative calls to clients to assess client needs and satisfaction with benefit offerings prior to annual enrollment. In addition, provides clients with advisement on benefit plan selection and contribution strategies.
• Conducts orientations and annual enrollment meetings for PEO clients.
• Work proactively with client to provide information, best practices, and training on Oasis products and services
• Conduct evaluation of client HR and payroll processes and programs to ensure maximum services delivery and client engagement.

HR Service Delivery

• Engage Regional HR Business Partners when appropriate to partner with clients on strategic HR solutions such as compensation programs, employee engagement, leadership development, talent management, etc.
• Acts as the liaison between clients and regional payroll processing department to ensure payroll processes and technology solutions are in line with client needs and expectations. Works with clients to ensure fair and compliant pay practices. Acts as a point of escalation for unresolved client issues.
• Communicates and interprets HR policies and procedures while providing remedies for any employee relations issues that may arise. Working with the client, reviews FMLA, job descriptions, handbooks, policy development, etc. and partners with HR Service Center as appropriate.
• Acts as a liaison to facilitate resolution of client issues regarding benefits, payroll, and human resources
• Serve as an expert to customers supporting Oasis’s HR products, and services.
• Analyzes client training needs and then coordinates with the Oasis Training Department to deliver appropriate training programs.
• Maintains knowledge of trends and changes in employment legislation at local, state, and federal laws to clients to maintain compliance.

Supporting Sales

• Partners with Sales Consultants and/or Channel Partner on prospect meetings, representing service and HR solutions.
• Proactively communicates with Sales on new products and services and provides client training, at minimum 1X/quarter
• Collaborates with Sales Consultants and operations teams to resolve any client at risk addressing concerns and implementing a corrective action plan to remedy, avoiding impact to client or loss of account to Oasis.

Travel required – regular day trips and limited overnight travel

Competencies:

• Integrity: Maintains social, ethical, and organizational norms; firmly adheres to codes of conduct and ethical principles
• Emotional Intelligence: Recognizes one’s own emotions and self regulates, empathizes with other people’s feelings and responds accordingly, uses awareness to help develop and maintain positive relationships, inspire and influence others
• Building Trust: Creates a work environment that encourages staff to practice respect, demonstrate open communication and promote accountability
• Adaptability: Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
• Problem Solving: Identifies problems, determines possible solutions, and actively works to resolve the issues
• Negotiation: Confers with others to reach resolution; explores alternatives and positions to reach outcomes that gain the support and acceptance of all parties
• Communication: Communicates information to individuals or groups; delivers presentations suited to the characteristics and needs of the audience. Clearly and concisely conveys written information orally or in writing to individuals or groups to ensure that they understand the information and the message. Listens and responds appropriately to others.
• Interpersonal Skills: Develops and maintains effective relationships with others in order to encourage and support communication and teamwork. Builds and maintains ongoing, collaborative, working relationships with coworkers to achieve the goals of the work unit

Experience and Skills 5+ years’ experience in a customer service or relationship/client management environment with proven ability to produce results assisting clients to grow product offerings and reducing attrition in assigned portfolio

• Strong knowledge and/or ability to learn human resources, benefits and payroll
• Ability to develop and implement client action plans to deepen relationships and cross sell additional Oasis Products
• Proactive self-starter who can build relationships and overcome client objections
• Analytical and time management skills
• Proficient skills in Microsoft Office (Word, Excel, PowerPoint, Access)
• Bilingual English/Spanish a plus, but not required

Education and Training:

Bachelor’s degree from an accredited college or university required.

Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.