Operations Director - Employee Benefits

Job Summary

The Operations Manager is responsible for the planning, organizing, staffing and operating activities of the benefit lines division, while overseeing service and quality standards. This position is responsible for the implementation of the department’s business plan objectives.

Essential Functions

• Responsible for oversight of operations and implementing operational plans.
• Provides optimal operational environment to support service delivery and client retention.
• Ensure high levels of customer satisfaction and customer service by improving ongoing service delivery methods.
• Achieves financial objectives by assisting in the preparation of the department operational budget; analyzing variances; uses metrics to analyze workload management.
• Assist in the development of strategies to accomplish and support the department’s business plan objectives.
• Reinforce a customer centric service environment through mentoring and regular interaction with staff.
• Implement agency policy as established.
• Responsible for the utilization of agency management system; as well as oversight of client facing technology strategy.
• Implement and oversee department training and development program.
• Perform performance reviews; handle personnel related issues including disciplinary actions.
• Assist the Director of Client Services in resolving high-level customer service issues.
• Provide agency efficiency through process improvement efforts.
• Ensure compliance with industry related regulations (ie HIPPAA, security, etc.).
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Creates and maintains department procedures.

Skills and Abilities

Professional demeanor, highly organized, problem solving ability, positive work ethic, good judgement, excellent communication skills, analytical skills, flexible, ability to recognize urgent needs, innate critical thinking, attention to detail

Qualifications

Four year college degree or equivalent experience is desired.

Proficient in software applications commonly used in an office environment as well as ability to learn new applications.

Must be organized with demonstrated skills for effective communication—both verbal and written—with the ability to influence others.  Should be familiar with all operations with a thorough understanding of the agency system.  Five years’ experience in employee benefits with an insurance agency or brokerage operation is desired.

Must have a valid state driver’s license, Life & Health License

Supervisory Responsibility

Direct Reports include Director of Client Services, Compliance Director, Enrollment & Benefit Administration Lead, Training & Development Coordinator(s).