Korn Ferry has partnered with our client on their search for the role, Sr. Manager/Director of Operations.
REPORTS TO: Founder/CEO
LOCATION: Houston, TX
EFFECTIVE DATE: February, 2025
COMPANY SUMMARY
Our client offers a full array of insurance and benefits services. We are a one-stop shop for all your insurance and advanced financial and estate planning needs. We are dedicated to understanding the unique needs of each client and work closely with our clients to develop and manage a plan to help them accomplish their financial goals.
POSITION PURPOSE
This position is responsible for the leadership, client follow-up, project management, and operational support to ensure effective management of company initiatives.
Experience working in a fast-paced Group Benefits environment with strong technical background using Employee Navigator and Salesforce, coupled with superb organizational and communication skills. The ideal candidate will provide comprehensive management to our company to ensure operational success. Ideally, this person will want to grow with our company long term.
- Manage Operations and Service for our client and sister company.
- Focus on optimizing client and carrier satisfaction and loyalty while driving operational efficiency.
- Perform functions such as carrier quotes, client onboarding, and carrier and client follow up and coordination.
- Manages client communications using Salesforce, newsletters, scheduling regular meetings, LinkedIn posts, and gap analysis.
- Creates a culture of customer centricity and continuous improvement focused on quality, cost and efficiency metrics; identify and implement ways to automate and improve cost and service levels across a range of operational activities.
- Facilitates seamless communications between both internal and external parties.
- Oversee and streamline the day-to-day operations, responding quickly to and resolving customer and carrier issues.
- Participate on special and confidential projects as needed, handling confidential matters and information within HIPAA guidelines. Manage office operations providing oversight and guidance for special projects and strategic initiatives
- Develop and manage the budget within the areas of responsibility, negotiating for lowest cost, highest value. Perform financial and accounting functions such as bookkeeping, AP, AR, billing, reconciliation and remittance of client premiums.
- Determine, document, and communicate team goals and expectations to staff members. Measure employee productivity through performance analytics. Make independent decisions, solve problems, and exercise discretion relating to the performance of day-to-day duties.
- Hours may include some evenings and weekends as needed depending on deadlines, business cycles and special projects/other duties as assigned.
- Other duties as assigned.
EXPERIENCE AND QUALIFICATIONS
The candidate will possess operational leadership experience in a leading Group Benefits, TPA, or Insurance organization. Must be a forward thinker and excel in customer experience and innovation, with a proven track record of scaling a business with an efficient organization. Must be able to quickly assess where the organization needs to go to be a top-tier client service organization, working with and influencing key internal stakeholders across the company.
SKILLS AND COMPETENCIES
- Bachelor's degree in business or related field.
- 5-7 years experience performing complex operations duties in a comparable environment (such as any sort of insurance or financial agency), with proven experience managing and prioritizing multiple priorities.
- Proven leadership abilities in building, managing, developing and expanding teams in a high growth and/or entrepreneurial environment.
- Demonstrated success managing a portfolio of clients and strategic initiatives and deliver/exceed desired results.
- Proven ability in managing multiple stakeholders such as brokers, carriers, TPAs, vendors etc, and holding them accountable for timelines.
- Demonstrated ability to deal with ambiguity, identify solutions, set expectations and deliver results.
- Exceptional listening skills; ability to understand subtleties, what is being said/not said and gaining clarity of intent and purpose.
- Must possess organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
- Possess proficient analytical, problem-solving, and decision-making skills.
- Strong proficiency in Salesforce is required.
- Accounting or Bookkeeping experience including AP, AR, billing of clients.
- Proficiency in HRIS systems such as Employee Navigator is strongly preferred.
- Proficiency with planning and executing social media and communication campaigns including LinkedIn, Newsletters to clients etc.
- Strong proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and other related software.
- The ability to handle sensitive and confidential information with diplomacy and discretion.
- Ability to work under demanding time constraints and production goals.
- Approachable and accessible.
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