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

The Client Delivery Manager leads a team responsible for ensuring exceptional service delivery across Health & Group Benefits clients. This role oversees day-to-day operations, resolves complex issues, manages client relationships, and drives continuous improvement. It combines hands-on leadership with strategic oversight to ensure client satisfaction, operational excellence, and team success.

What you’ll be doing:

Client Delivery Management:

Accountable for overall management of client delivery team. This includes ensuring timely & thorough issue resolution as well as timely response on client requests.
Accountable to ensure the Consulting & Client Delivery partnership is operating efficiently and effectively for the client.
Monitor client health via dashboards focusing on and implementing steps to address areas of client dissatisfaction or Aptia risk
Monitor client SLAs to ensure we are hitting on client level – Reporting areas of risk to senior leadership as needed
Work closely with the Client Delivery Specialist (CDS) to evaluate risk and message to consulting and client when we are asked to support nonstandard processes.
Recognize and manage risks or issues that may arise across clients to protect against further errors and omissions.
Support operational and compliance audits.
Responsible for disseminating information to team including multi-client issues, clean-up work/strategies, multi-client process changes and being first point of contact for questions
Attend and participate in client calls as needed particularly engaging in difficult or challenging conversations related to open issues, processes or changes
Work closely with fellow CDMs to ensure standardization across teams as well as identify areas for process improvements and enhancements
Work to engage additional resources when necessary to complete required work

Team & People Management:

Prepare for and facilitate weekly team meetings to discuss current events, initiatives, updates, and address questions
Act as first point of contact for Client Delivery Specialists for questions, escalations or clarifications
Be accessible to team for questions and support including facilitating
Weekly one on one meetings with direct reports. Help direct reports establish goals, career path & development opportunities
Monitor and ensure team’s adherence to control objectives including, maintaining project logs and utilization of standard Aptia processes and templates
Monitors client health and works with Client Delivery Specialist on get to green plans for red clients
Ensure standard operating procedures are followed.
Forecast workflow to determine the correct resources are available for the activity anticipated and manage any changes that may be needed

Process Management & Reporting:

Ensure out of scope items/change orders are reviewed prior to submission to business partners to ensure they are appropriate and contain complete information. Review associated fees provided by business partners for appropriateness and notification process to clients.
Track costs for change orders to ensure they’re consistent across change type/complexity.
Lead global fix/enhancement work initiatives – ensuring Client Delivery Specialist (CDS) is updating client specific requirements, necessary changes are communicated with business partners, and updates are made and appropriate testing has taken place.
Ensure all required reporting (internal and external) are being completed by your team and accurately reflect open issues and status.

What we’re looking for:

Education & Experience

A bachelor’s degree, or equivalent experience and training in a related field.
Typically, 5+ years of experience in areas such as HR administration (Health & Group Benefits)

Skills & Knowledge

Proficiency with Microsoft Office Suite (Excel, Word, Outlook, etc.) or similar tools.
Prior experience in Health & Welfare benefit administration and leading or mentoring team members.
Strong problem-solving and analytical abilities, with a track record of researching and resolving complex issues effectively.
Ability to lead by example, supporting and motivating others through collaboration and accountability.
Skilled in building a team environment that fosters both individual growth and collective success.
Clear and effective communicator—both written and verbal—with the ability to explain complex topics in a way that resonates with a variety of audiences.

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.