Client Services Manager - Subrogation (Hybrid)

Salary Range:

$75,000 - $85,000

The Client Services Manager - Subrogation is the single point of contact for Client Partners and Operational Managers, working to instill confidence, loyalty and trust in Afni. The Client Services Manager will act as the subject matter expert/project manager for program(s) supported. The incumbent will be involved in the day to day operations, decision-making and center support to resolve problems and identify performance gaps. *Position is hybrid out of the Bloomington, IL headquarters.*

Essential Functions and Responsibilities:

• Serve as a point of contact for client and operational management and work to instill confidence, loyalty and trust in Afni.
• Ensure client satisfaction and retention through effective, timely communication. This includes striving to understand our client’s business strategies and providing consultative services that position Afni as a solution to their business needs.
• Generate and present Operational Reviews to highlight program performance. This includes analyzing, evaluating and reviewing operational successes and challenges. Facilitate and participate in performance update calls, quality calibrations, and other critical business meetings.
• Build and foster new and existing client relationships. This includes gathering important, strategic customer insight by listening, probing and asking the right questions to uncover business challenges and seeking to provide creative solutions. Collect, analyze and present appropriate program data from the perspective of improving overall performance and quality. Assist in the development of operational action plans to achieve ongoing improvements in key performance areas.
• Establish and maintain positive working relationships with Center management teams through on-going support and coordination of client communications. Work closely with Center management teams to prepare staffing timelines, analyze call arrival patterns, monitor and drive performance management, create and document actions plans and work closely with the corporate support teams to make necessary adjustments.
• Provide specialized performance-based analysis reports. Leverage business intelligence team to support analytics and performance trending and build business cases, where necessary to support adjustments to performance goals or earnings.
• Closely monitor contract requirements and compliance. Provide recommendations for changes to drive business profitability, assess and lift changes that impact the cost model, and assist in client or internal audits, when applicable.
• Partner with Afni ‘s Project Management team on the implementation of Client’s programs – including call routing set-up, project plan development, reporting set-up and overall on-going project management and coordination. This includes monitoring and analyzing qualitative and quantitative measurements to ensure program adherence. Serve as the client’s primary POC once the project is up and running in steady state. Be actively involved in monthly invoicing process by working with the Center management teams to collect and review billable hours and analyze monthly KPI metrics to determine discounts and/or incentives. This includes partnering with Corporate finance team to ensure appropriate back up and documentation is completed timely and accurately.

Minimum Job Requirements (Education, Experience, Skills):

• College degree preferred with at least 3 years of relevant call center experience.
• Previous client relations/operational management/BPO experience strongly preferred.
• Possess strong verbal and written communication skills.
• Analytical and problem-solving skills are required.
• Proactive thinking with a creative and solution-oriented mindset.
• Must be a quick learner.
• Demonstrated proficiency with Microsoft Office Suite.
• Prior experience developing and presenting business presentations is required.
• Some overnight travel required.

Why Work at Afni? At Afni, we believe great customer experiences start with great people. When you join our team, you're not just taking a job. You're building a career with a company that invests in your growth, values your contributions, and gives you the opportunity to make a real impact every day.

As a global customer engagement company, we partner with leading brands to help customers connect, solve problems, and achieve their goals. Whether you're supporting customers, leading a team, driving operational excellence, or advancing innovation, the work you do matters.

We're large enough to offer career mobility, development opportunities, and comprehensive benefits, yet small enough that your voice is heard and your contributions are recognized. At Afni, you'll have the opportunity to learn new skills, take on new challenges, and explore career paths across our diverse business areas.

What You Can Expect at Afni:

• Competitive pay and performance-based incentives
• Comprehensive medical, dental, vision, life, and disability benefits
• 401(k) with company match
• Paid time off and holiday benefits
• Training, coaching, and career development opportunities
• Internal advancement and growth opportunities
• A supportive, inclusive, and collaborative culture
• The chance to make a meaningful impact for our clients, customers, and communities

Our Commitment to Inclusion Afni is committed to creating a workplace where everyone is treated with dignity, respect, and fairness. We are proud to provide equal employment opportunities to all applicants and employees and maintain a work environment free from discrimination, harassment, and retaliation. Employment decisions are based on qualifications, performance, business needs, and applicable job requirements, without regard to any characteristic protected by federal, state, or local law.

Bring your talent. Build your future. Make an impact with Afni.