Client Services Operations Manager (client engagement)

Job description

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. About the role: The Client Engagement Operations Manager (CEOM) primarily supports the Client Engagement organization by working with Client Services leadership and with internal business partners in managing, aligning, and improving efficiencies, ensuring consistency, and adherence to best practices that meet and exceed SNS business objectives/goals. The CEOM coordinates and manages brokerage RFP processes/deliverables in support of revenue growth opportunities. The CEOM is responsible for monitoring all tasks and deliverables, fielding distribution and service team inquiries and maintaining project plans. Responsibility and accountability of this role requires managing various large internal and client-facing projects including ensuring strong carrier/vendor collaboration. Core Responsibilities: include the following. Other duties may be assigned. Maintaining in-depth knowledge of various company processes to ensure that the organization performs efficiently, effectively, and within internal compliance standards . In partnership with Sales, Marketing, and Product teams, this role is responsible for all broker RFP activities to ensure bid development responses align with correct and accurate content and all due dates are met timely. Establish strong relationship with Client Engagement leadership, all service teams, all other department leads, and insurance carriers. Owns development of the response process to BOR Requests for Proposal (RFP) for the organization, including creation and review, negotiation and refining of responses. Also includes analysis of responses and other data collected through RFP processes to develop best practice recommendations. Oversee the maintenance of current and future RFP responses, templates, and other tools for the Client Engagement team. Acts as the primary contact for Client Engagement leadership regarding all aspects of the BOR RFP processes. Owns development of the vendor summaries for specific products (Life, Vision, Dental) for the organization, including creation and review, negotiation and refining of RFP and RFI responses. Also includes analysis of responses and other data collected through RFP and RFI processes to develop best practice recommendations. Oversee the maintenance of current and future templates and other tools for the Client Engagement team. Acts as the primary contact for Client Services regarding all aspects of the Vendor Management for Life, Vision, Dental and other products as appropriate. Marshal the appropriate resources to resolve issues. Attend vendor meetings and leadership meetings as requested and serve as an additional source of consultation for the client services organization. Demonstrate Group insurance expertise and superior level of knowledge. Participate in vendor summits and client meetings to remain up to date on vendor offerings. Analyze responses to RFP and RFP questions to determine ongoing relevance and updates to processes to ensure content remains relevant. Partner with Client Engagement leadership to assist with vendor management. As additional resources are identified, CEOM will act as a liaison between vendors and our Client Services and Product teams. Identify, drive, and implement operational efficiencies strategies, workflows, and processes with various teams within SNS and B&B. Work with leaders to design and communicate training which is aligned with identified best practice workflows to support quality and compliance standards. Provide project management support to ensure projects have a clear scope, deliverables, and milestones are met to ensure a successful project. Enhance alignment, consistency, and appropriate communication while helping create synergies with strategic partners and B&B entities. Persuade others into an agreement with sensitive situations while maintaining positive relationships across the organization. This teammate is essential in maintaining clear and frequent communication with all levels within the organization. Must also retain SAM role duties for a period of time, including licensing requirements. Skills needed: Licensing requirements for SAM role Bachelor’s Degree in a related field; Minimum 7-10 years of experience in the Employee Benefits industry with a focus on process improvement, client services operations and business operational excellence Experience in project management or operations preferred Strong proficiency with MS Office Suite and Salesforce CRM Strong attention to detail with highly developed organizational skills Strong analytical skills Excellent facilitation and communication skills Self-directed with an ability to execute on our deliverables Teammate Benefits & Total Well-Being We go beyond standard benefits, focusing on the total well-being of our teammates, including: Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance Financial Benefits : ESPP; 401k; Student Loan Assistance; Tuition Reimbursement Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more. Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations. The Power To Be Yourself As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.