Client Experience Manager - Employee Benefits

 The National Operations Manager, Employee Benefits, is responsible for executing and supporting operational best practices nationally, with a strong focus on client experience and continuous improvement. This primarily tactical role supports day-to-day operations, project management,  and effective implementation of procedures and communications. The Operations Manager collaborates closely with Employee Benefits leaders and cross-functional teams to scale and operationalize practices to ensure operational excellence, exceptional client service, and measurable impact while fostering collaboration, engagement, and clear communication.

 

ESSENTIAL JOB RESPONSIBILITIES

 

Operational Management:

• Execute and oversee day-to-day operational tasks and support business objectives with a hands-on, tactical approach.

• Establish, develop, implement, and manage standard operating procedures, products, and deliverables.
• Identify opportunities to scale and operationalize EB processes and best practices.
• Support operational integration of newly acquired partners.
• Act as a trusted advisor and resource to teams related to operational functions.
• Support implementation of new tools, solutions, and vendors as directed by leadership.
• Collaborate with IMA University to develop, enhance, and promote Employee Benefits learning pathways, supporting ongoing education and professional development.
• Oversee Employee Benefits communication, ensuring information is timely, accurate, and effectively distributed to all stakeholders.

 

Client Experience & Continuous Improvement:

• Collaborate with regional Employee Benefits leaders to identify, plan, and execute initiatives that enhance client experience and drive continuous improvement.
• Drive collaboration and engagement across markets to ensure buy-in and adoption of scaled processes.
• Project manage operational initiatives, leading subcommittees and ensuring projects are delivered on time and achieve intended outcomes.
• Monitor client feedback to identify opportunities for improved experience
• Conduct continual crowdsourcing exercises from various offices and segments to develop operational best practices.
• Champion a client-first mindset in all operational processes.
• Use quantitative and qualitative feedback to measure the effectiveness and impact and value of operational changes and process improvements.

 

 

 

Team Leadership & Change Management

 

• Supervise and mentor direct reports (individual contributors), providing clear direction, support, and performance feedback.
• Foster a collaborative, service-oriented team culture.
• Lead through change by clearly articulating vision, aligning leaders and teams around shared goals and managing transitions with empathy and effectiveness.
• Influence cross-functional teams and leaders to adopt new practices and embrace continuous improvement.
• Promote engagement and accountability across all levels of the organization.

 

REQUIRED EXPERIENCE AND SKILLS

• Five to ten years of similar or related experience.
• Strong project management skills.
• Expert experience with MS Office products, including Excel, Power BI, SharePoint, and other Microsoft products.
• Limited travel required (less than 10%).
• Bachelor’s Degree preferred or equivalent experience.

COMPETENCIES & TRAITS

• Process driven and highly organized.
• Excellent oral and written communication and interpersonal skills.
• Ability to manage multi-task operations/projects and work in a fast-paced environment.
• Strong organizational, self-direction, and planning skills, with a proven ability to manage time well in a fast-paced, ever-changing, team-oriented environment.
• Creative problem-solver who uses brainstorming techniques and thinks outside the box.
• Inquisitive nature and instinct for identifying issues that require attention.
• Ability to forge strong relationships and build rapport with co-workers at all levels, acting as a trusted advisor with a service mindset.
• Actively listens, shares information, and proposes suggestions and solutions.
• Expresses oneself effectively, both orally and in written form.
• Ability to independently identify, resolve, and escalate issues, and provide concise executive-level summaries that accurately reflect analyses.

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