Client Manager

About Aptia

Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence.

With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind.

Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best.

And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.

Job requirements

As a Client Manager you will serve as the primary client contact, delivering strategic, consultative service aligned with benefit plans and driving client satisfaction. You'll provide oversight for a portfolio of 6-8 clients, ensuring effective configuration, thoughtful data strategy, and readiness for product and service changes. You will partner with Coordinators and Analysts, fostering strong performance, accountability, and portfolio growth while collaborating cross-functionally to define, document, and share best practices across teams.

You will also facilitate the management of data requirements for new client implementations by overseeing documentation, data validation, data conversion, and quality assurance activities. Your focus will be to support a seamless transition, uphold data integrity, and deliver high-quality outcomes that meet client expectations and operational standards.

What you'll be doing

Client Technical Solutions:

• Helps establish frameworks, standards, and methodologies for requirements gathering and configuration and follows those frameworks with their book of clients
• Responsible for actual configuration of the client at implementation, renewal and as required for mid-year changes (client or Aptia driven)
• Defines and executes (with assistance from Lead Analysts and Analysts) on data strategy for clients in their book of business
• Guides complex, high-risk specifications and escalations
• Institutionalize client feedback into enterprise-level enhancements and future product design
• Mentors Coordinators, Lead Analysts and Analysts on H&B domain and Aptia toolset

Client Engagement and Support:

• Serve as the first point of contact for clients in their book of business
• Build senior client relationships to align solutions with client's long and short-term goals
• Act as subject matter expert on H&B domain and how Aptia can best support client needs

Client Delivery Operations:

• Conduct peer review of material, content, and communication associated with client deliverables
• Support lead analyst and analysts in development and execution of test plans
• Work closely with Coordinator to ensure Project timelines are reasonable given complexity of tasks
• Align QA strategy and governance for book of clients with shared service standards

Team Management:

• Participate in performance evaluations and provide constructive feedback for Coordinators, Lead Analysts and Analysts in portfolio that support their book of clients
• Provide the team with training, coaching, and mentoring opportunities to enhance their capabilities and skills, and to support their professional development needs
• Foster a positive and inclusive work environment by instilling a culture of teamwork, collaboration, and open communication
• Encourage knowledge sharing among portfolio team and across other portfolios to improve quality, enhance team engagement and retention

What we're looking for

• Bachelor's degree in business administration or any related field
• 6+ years' experience in client management roles, preferably in H&B Benefits administration or similar environments
• Client and stakeholder leadership: business communication, customer engagement, negotiation, upselling, stakeholder management, executive presentations
• Operational and project excellence: action planning, project governance, project planning and monitoring, operations management, process flow, service quality assurance, resource allocation, requirement elicitation
• Financial and strategic insight: financial acumen, forecasting, budgeting, risk assessment, root cause analysis
• Data and technology fluency: data analytics, data reporting, data validation, understanding of relational databases, conversion strategies, and data flow
• Tools and platforms: Certifi, Docview/DocProd, CRM/D365, D365 F&O, ServiceNow or similar workflow tools, customer engagement/case management platforms
• Productivity and reporting tools: MS Excel, PowerPoint, QLIK, SharePoint, Smartsheet or similar project management tools
• Innovation mindset: intellectual curiosity, independent learning, and general knowledge of AI and emerging technologies

How to apply

If you are interested in this role, then we'd love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.