Director of Operations - Employee Benefits

USI Insurance Services; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid time off

Paid holidays

Paid family leave

Life insurance

Short/long-term disability

Job summary

USI Insurance Services is seeking a seasoned leader to manage the operational activities of client service functions, including onboarding and retention for new and existing clients. You will oversee an Employee Account Management team, train staff, and drive best practices for service platforms while ensuring messaging aligns with USI's value proposition.

In this role, you will advise key accounts, manage staffing and budgets, and coordinate with practice leaders on value propositions.

Qualifications

• 10+ years of related insurance experience in a client interfacing role.
• Prior managerial experience required. Strong team leadership abilities.
• Must hold or be willing to earn life & health insurance license.
• Keep informed about industry information, technology and trends.
• Able to understand, interpret and convey technical information to others.
• Broad understanding of general accounting practices.
• Ability to adapt to changes in systems, procedures, processes and policies.
• Excellent organizational, time management and multi-tasking skills.
• Comfortable with internet-based programs and Microsoft Office products. Knowledge of BenefitPoint preferred, but not required.
• Effective interpersonal, problem solving and conflict resolution skills along with sound judgment.
• Excellent oral and written communication skills.

Responsibilities

• Manage, train and coach all client facing staff on all job functions.
• Develop and implement best practices related to customer service platform and systems.
• Drive strategic customer service initiatives and improve non-production staff efficiencies.
• Ensure staff understand the production messaging and USI value proposition in the marketplace.
• Understand and maintain the OpCo budget and appropriate staffing levels.
• Advise clients on industry trends, legislative rulings and market events.

Skills

Client management

Team leadership

Insurance knowledge

Communication skills

Analytical thinking

MS Office

Education

College degree

Tools

Sagitta

BenefitPoint

Job description

General Description

Responsible for managing the operational activities of all client service functions. Take charge of the onboarding and retention process for new and existing clients.

Responsibilities

• Responsible for full-cycle management and development of assigned Employee Account Management team. Manage, train and coach all client facing staff on all job functions.
• Develop and implement best practices related to customer service platform and systems.
• Drive strategic customer service initiatives. Implement process and efficiencies in the non-production staff.
• Ensure staff understand the production messaging and USI value proposition in the marketplace.
• Understand and maintain the OpCo budget, as well as appropriate staffing levels.
• Act as advisor for largest/most important accounts.
• Accountable for team adherence to departmental retention goals and client service level agreements. Manage team quality control of client renewals and ensure adherence to service standards. Drive consistent and predictable long-term profitable client relationships.
• Manage assignment of clients based on size and needs.
• Work with Practice Leader in development and refinement of Value Propositions.
• Advise clients on industry trends, legislative rulings and market events. Coordinate internal resources/experts to assist all producers on sales opportunities.
• Understand and communicate USI’s Employee Benefit initiatives to staff.
• Positively and proactively represent USI in meetings, seminars, trade shows and networking events.
• Drive utilization and keep current all protocols as relates to Sagitta and BenefitPoint.
• Create a positive communication and leadership team with the AE Team leaders.

Knowledge, Skills and Abilities

• 10+ years of related insurance experience in a client interfacing role. College degree preferred.
• Prior managerial experience required. Strong team leadership abilities.
• Must hold or be willing to earn life & health insurance license.
• Keep informed about industry information, technology and trends.
• Able to understand, interpret and convey technical information to others.
• Broad understanding of general accounting practices.
• Ability to adapt to changes in systems, procedures, processes and policies.
• Excellent organizational, time management and multi-tasking skills.
• Comfortable with internet-based programs and Microsoft Office products. Knowledge of Benefitpoint preferred, but not required.
• Effective interpersonal, problem solving and conflict resolution skills along with sound judgment.
• Excellent oral and written communication skills.

Benefits

USI offers a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.