AVP, PLADS Account Services


Location: Remote - US only

Job Type: Full time


Job Summary

This position is responsible for account services from implementation to ongoing plan administration supported by the Group Plan Administration and Implementation Onboarding teams. The position will collaborate with multiple functional organizations such as Sales, Underwriting, Account Executives, Claims, Customer Care, Product and IT, to continue to build out the Premier Life, Absence and Disability Solutions (PLADS) operating model.

Principal Duties & Responsibilities

  • Overall responsibility for plan administration and client onboarding for Premier Life, Absence, and Disability Solutions

  • Effectively leads client onboarding, with a focus on quality and timely delivery of implementations, and plan administration, with a focus on contract drafting, billing and small business/expat account management

  • Overall responsibility for cultivating excellent relationships with customers and industry broker partners

  • Conveys leadership presence; can speak with an appropriate level of business acumen and literacy to senior leaders and establish credibility as a trusted advisor to our brokers and clients, linking their strategic business issues to current and future product offerings

  • Contributes to the growth of the company working with the executive team to anticipate future demand / priorities

  • Entrepreneurial skills to formulate innovative strategies around implementation management that are fresh and outside of the box

  • Creates and enforces strategies that will help meet the needs of customers

  • Identifies and analyzes customer preferences to properly direct organizational initiatives

  • Utilizes technology to develop a plan for technical enablement.

  • Leads competitor analysis and research to ensure knowledge-based decision making

  • Maintains a superior level of genuine caring and empathetic customer service throughout all interactions; takes appropriate actions to earn the claimant's and employer's trust and confidence; anticipates customer’s needs and acts as appropriate

  • Works with internal partners to support flexibility, collaboration, creating a positive work environment, consistently maintaining professionalism and integrity, actively taking steps to foster high morale, and demonstrating a dedication to excellence

  • Delivers financial results in line with agreed budgets, revenue and profit targets

  • Builds, develops, guides, and nurtures a high-performance, results focused team

  • Organizes and oversees the schedules and performance of the team

  • Conducts performance evaluations that are timely and constructive

  • Handles discipline of employees in accordance with company policy

  • Performs other related duties as required

Education & Experience Required

  • Bachelor's Degree In business administration, or a related field
  • 10 years of professional, job-related work experience in business operations, project management, business modeling concepts, and/or business process development Or an equivalent combination of education and experience
  • 8 years of leadership experience
  • Experience in presenting to corporate clients and brokers

Education & Experience Preferred

  • Master's Degree In a related field

Or an equivalent combination of education and experience

Job Knowledge & Skills

  • Extended Hours during Peak Periods, as required

  • Experience in Life, Disability, and Absence management products

  • Works well managing multiple priorities and tight deadlines

  • Excellent leadership skills and track record of influencing positive outcomes in business

  • Ability to engage with business owners and decision makers, experience with 'C' level engagement

  • Team player who can gain the support, confidence, and commitment of internal and external stakeholders

  • Proven experience of presenting, influencing, and negotiating with clients and colleagues at senior level

  • Maintain a Valid Driver's License, as required

  • Regular Predictable Attendance

  • Knowledge of all lines of business (preferred)

  • In-depth knowledge of Risk Management Information Systems (preferred)

  • People management experience (preferred)

  • CPCU (preferred)


  • Acting with Integrity
  • Communicating Effectively
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations
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