Client Services Manager

Job Title: Client Services Manager - SNAP

Location: Remote, USA

Job Description:

Sapiens is on the lookout for a Client Services Manager to become a key player in our North America team. If you're a seasoned Talend pro and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

This position will be part of Sapiens’ SNAP division. For more information, Click here

Position Summary 

The Client Services Manager (Business Analysis) is a key leadership role within the Specialized North American Products business unit of Sapiens.  The Client Services Manager is a hybrid role, including both management and hands-on Business Analyst responsibilities.  In addition to performing the roles of the subordinate Business Analyst roles in the department, the Client Services Manager is responsible for guidance and growth of the Business Analyst role within the Division, reporting to the AVP of Client Services – SNAP.

The Client Services Manager serves as a leader and mentor for the Business Analysts and is also a key resource for many cross functional areas.  The Client Services Manager will provide guidance and leadership in managing internal relationships with Product Management and Product Engineering as well as coordination of activities between Quality Assurance, Development and Project Management for project teams within the solution center. 

The Client Services Manager represents a key interface between various project teams, product management and other groups within the organization.  This requires a high level of expertise in the workers compensation industry as well as the product, as the Client Services Manager will be called upon to help maintain the vision for the ongoing growth of the product. The Client Services Manager is responsible for leading definition of new processes and monitoring the effectiveness of existing processes to help meet the ongoing needs of the project teams and success of the division.

As a Business Analyst, the Client Services Manager will act as a client liaison, conducting business process analysis, needs assessments, and preliminary cost/benefits analysis to align technology solutions with business initiatives. Develops business specifications for technical personnel. Conducts analysis of business goals, objectives, and needs of the business environment. Makes recommendations to improve business processes. Utilize systems and data to resolve business issues in the most effective manner. May provide financial or operational business analysis and research to support business goals. 

The Client Services Manager must be self-directed and an agile thinker with the ability to handle rapidly shifting Priorities.

Essential Functions/Responsibilities

• Act as mentor and subject matter expert for the Business Analysts and project teams in the SNAP Business Unit
• Accountable to his/her team for understanding the business environment, processes and deriving practical business-system solutions per the goals of the project, and communicating the same to incoming BA’s as well as Project Managers
• Ensure that all requirements generated by the BA team meet aspects of the business needs or problems are correctly reflected in the solution developed by the project teams
• Provide judgment and expertise to the project team for all business process-related questions arising from the development work and testing.
• Accountable for the communication of, adherence to and evolution of the requirements process. This lifecycle begins at the identification of a change request and does not conclude until finalized requirements have been approved by the customer and moved into production
• Assist in all areas of Professional Services including onboarding of new BA’s, project resourcing, project execution and implementation activities within Sapiens
• Uses sound judgment and experience to solve moderately complex business process problems or to propose solutions for these problems to Sapiens management and to clients
• Applies Workers' Compensation Insurance industry knowledge and expertise to guide client in business and process decisions
• Leads business process analysis, needs assessments and preliminary cost/benefits analysis to align IT solutions with business initiatives
• Plans, schedules and leads collaborative requirements elaboration sessions with the client’s business users
• Defines and documents clear and concise business requirements that describe business scenarios and processes in language understandable to both technical and domain stakeholders
• Captures business requirements using Change Requests, Storyboarding, Use Case Modeling, etc
• Tracks project scope through careful requirements management
• Works with development and quality assurance teams to schedule requirement reviews.
• Provides input to and review of estimates at each phase of a project
• Produces output documentation and provides guidance to users as appropriate
• Prepares for and facilitates Functional User Reviews as part of enhancement delivery
• Works as the liaison between client stakeholders, project team members, software engineers and quality assurance personnel
• Identifies gaps, project and service opportunities and future enhancements to strengthen our industry presence, meet client needs and seek revenue opportunities
• Facilitates or participates in periodic sales support: demonstrations, preparation of RFP response, gap analysis studies
• Perform other duties as required.

Requirements

Years of Experience:

• 5+ years of business analysis experience in the Workers’ Compensation industry and/or equivalent experience with other Insurance applications.
• 5+ years of experience managing/mentoring a team of BA’s or comparable experience 

Skills and Knowledge:

• Excellent interpersonal, verbal, written and presentation skills
• Ability to set, drive and achieve deliverables
• Strong facilitation skills
• Strong knowledge of Use Case modeling
• Strong knowledge of the Workers Compensation insurance industry is desired.
• Working knowledge of business modeling, requirements and analysis & design disciplines of overall iterative software development life cycle
• Must demonstrate the ability to effectively communicate business concepts to both technical and end users
• Must demonstrate strong analytical and problem solving skills
• Experience with Microsoft Office products (Word, Excel, MS Project, Visio)

Education/Certifications/Training:

Bachelor's degree in business, marketing, computer science and/or related field; related work experience can be substituted for educational requirement.

Physical Conditions/Requirements:

• Ability to hear and communicate clearly, orally and in writing
• Uses vision to view screens, create and review documents; requires close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
• Capable of using a keyboard effectively
• Frequently required to sit for long periods of time, stand, walk and may occasionally lift and move 25 pounds
• May require the ability to drive a vehicle
• Travel: May require up to 50% travel based on client needs. Must be available for travel and on-site work at the customer site.  Flexibility with regard to availability for travel, based on project and customer requirements, will be necessary.

About Sapiens

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a global leader in intelligent insurance software solutions. With Sapiens’ robust platform, customer-driven partnerships, and rich ecosystem, insurers are empowered to future-proof their organizations with operational excellence in a rapidly changing marketplace. We help insurers harness the power of AI and advanced automation to support core solutions for property and casualty, workers’ compensation, and life insurance, including reinsurance, financial & compliance, data & analytics, digital, and decision management. Sapiens boasts a longtime global presence, serving over 600 customers in more than 30 countries with its innovative SaaS offerings. Recognized by industry experts and selected for the Microsoft Top 100 Partner program, Sapiens is committed to partnering with our customers for their entire transformation journey and is continuously innovating to ensure their success.

At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.

Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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