Employee Benefits Operations Manager

Pioneer Bank, National Association; Town of Colonie (NY); On-site; USD 68,000 - 106,000; Full time

Job summary

Pioneer Bank, National Association in Albany, NY is seeking an Employee Benefits Operations Manager to lead the benefits division, oversee daily workflows, enrollment data processing, and client service standards. The role emphasizes operational excellence and a strong commitment to client retention.

The ideal candidate will recruit and mentor staff, standardize SOPs, ensure ERISA/ACA/HIPAA/COBRA compliance, and manage data integrity in Applied and Employee Navigator platforms while tracking

Qualifications

• Bachelor’s degree in a related field preferred; five years' experience can substitute.
• Licensed NYS Life/Health/Accident insurance preferred.
• 3–5 years in employee benefits/management with supervisory experience.

Responsibilities

• Direct daily workflows for the benefits service team and enrollment data processing.
• Recruit, train, mentor, and evaluate account managers and support staff.
• Standardize SOPs to improve accuracy and reduce processing times.
• Ensure compliance with ERISA, ACA, HIPAA, COBRA.
• Resolve complex issues with carriers and manage data integrity in systems.
• Report KPIs on workload, accuracy, and client response times.

Skills

Team Leadership

Operations Oversight

Process Improvement

Compliance

Data Integrity

KPI Reporting

Customer Service

Time Management

Analytical Skills

Problem Solving

Education

Bachelor’s Degree in Business Administration/HR/Finance

NYS Insurance Agent license preferred

Tools

Applied Epic

Employee Navigator

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Employee Benefits Operations Manager

Full Time Management Headquarters, Albany, NY, US

5 days ago Requisition ID: 1939

Salary Range: $67,500.00 To $106,100.00 Annually

POSITION:

Employee Benefits Operations Manager

LOCATION:

REPORTS TO:

Vice President – Employee Benefits

CLASSIFICATION:

Full Time, Exempt

PAY GRADE:

EX 60 ($67,500 - $106,100)

AVAILABILITY:

Monday-Friday 8:30am-5:00pm

Position Summary:

The Employee Benefits Operations Manager oversees the daily workflows, production goals, and customer service standards of the employee benefits division. This leadership role ensures accurate processing of group health and welfare plans, manages account support staff, and maintains strict compliance with industry regulations. The ideal candidate balances operational excellence with a strong commitment to client retention.

Key Responsibilities:

• Operational Oversight: Direct daily workflows for the service team, managing client onboarding, annual renewals, and enrollment data processing.
• Team Leadership: Recruit, train, mentor, and evaluate account managers, client service representatives, and benefit administrative assistants.
• Process Improvement: Standardize internal standard operating procedures (SOPs) to maximize accuracy, decrease processing times, and reduce errors.
• Compliance Management: Verify that all team processes comply with state and federal regulations, including ERISA, ACA, HIPAA, and COBRA.
• Carrier and Vendor Relations: Function as the primary escalation point to resolve complex service, billing, or claims issues with insurance carriers.
• Technology Management: Manage the data integrity of the Agency Management System (Applied) and oversee benefits administration platforms.
• Performance Tracking: Establish and report on key performance indicators (KPIs) regarding team workload, accuracy metrics, and client response times.

Education & Experience:

• Bachelor’s Degree in Business Administration, HR, Finance or related field preferred. Five (5) years of experience in lieu of degree.
• Active NYS State, Life, Accident and Health Insurance Agent license preferred.
• Minimum 3–5 years of employee benefits insurance or management experience with at least 1-2 years in a supervisory or management capacity.

Core Skills & Attributes:

• Strong understanding of fully insured and self-insured health, dental, vision, life, disability plans, etc.
• Proficiency in agency management systems (e.g. Applied Epic) and enrollment platforms (e.g. Employee Navigator)
• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills, with proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks, delegating when appropriate.
• Ability to function well in a high-paced and, at times, stressful environment.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite or related software.
• Excellent understanding and knowledge of Excel.

As an Equal Opportunity / Affi

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.