Portfolio Director

Job Requirements

As a Portfolio Director you will lead a high-performing, cross-functional portfolio team, driving client satisfaction, revenue growth, and operational excellence. This role carries full P&L accountability and requires guiding strategic execution across both implementation and ongoing service delivery.

• Directly manage Associate Directors and Coordinators, providing mentorship and fostering strong team performance.
• Focus on building and maintaining client relationships, overseeing contract negotiations, and ensuring long-term retention through exceptional service and commercial development.

Key Account Management

• Lead client account management and commercial activities within the portfolio, focusing on client retention and revenue growth.
• Participate in the sales process when appropriate.
• Participate in client contract negotiation/LOI process during sale and lead contract negotiation process during renewal, including SLA/KPI targets and financial penalties.
• Note that the Commercial team may be engaged when required.
• Ensure for new sales that work begins at the appropriate time in the sales lifecycle.
• When SLAs are missed, ensure terms of contract are used when paying penalties.
• Develop and manage accurate revenue forecasts, ensuring compliance with protocols and financial targets established by the COO/CFO.
• Own overall client health, including renewals and changes in scope.

Client Relationship Management

• Develop and maintain strong relationships with key clients, driving client satisfaction and long-term engagement with Aptia's solutions.
• Assess client needs and capitalize on opportunities to provide additional services and enhance the overall value of client accounts.
• Monitor client health across portfolio, identify areas of risk and develop and implement targeted action plans for at-risk clients to strengthen engagement and drive retention.
• Enable clients across the portfolio to make smarter and better decisions through analytics.
• Oversee all major client communications, working between US Communications Lead and portfolio team member to ensure appropriate and timely communication is provided.
• Lead discussions on reporting, transparency, and risk management with clients, in partnership with the Client Delivery team.
• Proactively identify trends across the portfolio to strengthen and enhance client health.

Operational Excellence and Governance

• Own and manage the delivery organization for the portfolio, from requirements to implementation and enrollment to reporting & analytics.
• Partner with the VP of Operations to enhance profitability within the portfolio by consistently improving client service delivery and monitoring utilization.
• Act as the primary escalation point for Associate Director, Client Managers and Coordinators regarding client project delivery, ensuring timely resolution of issues.
• Ensure adherence of client operations to established client service level agreements (SLAs).
• Establish and adhere to management routines.
• Collaborate with cross-functional teams to adopt process improvement initiatives for product or service development within the portfolio.
• Cultivate a culture of customer service orientation that prioritizes client needs and empowers employees to deliver exceptional service.
• Drive a customer-centric culture in the portfolio and collaborate with the Contact Center teams to deliver strong client and member satisfactions.

Team Management

• Forecast staffing needs, recruitment plans, and resource allocation to support client delivery within the allocated budget.
• Conduct performance evaluations and provide constructive feedback to direct reports and input into indirect reports as appropriate.
• Provide training, coaching, and mentoring opportunities to enhance team capabilities and support professional development needs.
• Develop and implement developmental plans to shape future leaders, guiding them towards their next roles and career growth.
• Foster a positive and inclusive work environment by instilling a culture of teamwork, collaboration, and open communication.
• Drive knowledge sharing across portfolios to improve quality, enhance colleague engagement and retention.