Manager - Client Operations & Support

Zinnia; United States; Hybrid; USD 110,000 - 150,000; Full time

Job summary

Zinnia is seeking a Client Operations & Support Manager to serve as the operational liaison between clients and internal teams. You will manage client inquiries, escalations, and service requests, coordinating with Operations, Technology, Finance, Licensing, and Shared Services to resolve issues and maintain service excellence.

The role emphasizes cross-functional collaboration, client communication, and the delivery of actionable operational metrics.

Qualifications

• Bachelor's degree (minimum).
• 10+ years total work experience with 6+ years in business operations, client support or insurance/financial services.
• Proven ability to manage client requests and escalations in a fast-paced environment.
• Strong facilitation, problem-solving and coordination skills.
• Excellent written and verbal communication; ability to juggle multiple priorities.

Responsibilities

• Serve as the operational point of contact for client support requests beyond standard processes; manage escalations from intake to resolution and ensure timely closure.
• Collaborate with Operations, Technology, Finance, Licensing and Shared Services to address client inquiries; engage SMEs to resolve complex issues.

Skills

Client support

Escalation management

Cross-functional coordination

Stakeholder management

Communication skills

Problem solving

Education

Bachelor's degree

Tools

Microsoft Office

Job description

WHO WE ARE: Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value - and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE: The Client Operations & Support Manager serves as the operational liaison between Zinnia s clients and internal functional teams. This role is responsible for managing client inquiries, operational escalations, and service requests, ensuring timely resolution and a high-quality client experience. The role works cross-functionally with Operations, Technology, Finance, Licensing, and Shared Services teams to coordinate issue resolution, provide operational insights, and support client service delivery. This position plays a critical role in maintaining service excellence and supporting client relationships from an operations perspective.

WHAT YOU LL DO:

• Client Support & Escalation Management Serve as the operational point of contact for client support requests outside standard processes. Manage escalations from intake through resolution, ensuring timely follow-up and closure. Monitor shared client mailboxes and ensure inquiries are routed and resolved appropriately. Handle cases requiring special handling and ensure compliance with operational guidelines.
• Cross-Functional Coordination Collaborate with internal teams including Operations, Technology, Finance, Licensing, and Shared Services to resolve client requests. Engage subject matter experts and functional leads to address complex inquiries. Ensure workflow items submitted through operational channels are resolved accurately and efficiently.
• Operational Governance & Reporting Provide clients with operational metrics including volume trends, processing status, and performance insights. Support scorecard inquiries and operational reporting requests. Assist in resolving administrative invoice queries and access-related issues.
• Client Communication & Relationship Support Facilitate clear and professional communication with clients regarding request status and resolutions. Support recurring operational meetings by preparing data, insights, and action updates. Assist in preparation of operational presentations and business review materials. Actively participate in client monthly/quarterly reviews, representing ZInnia s performance, operational metrics and service delivery outcomes Ensure commitments and service priorities are tracked and fulfilled.
• Process Improvement & Service Excellence Identify recurring issues and recommend process improvements. Support operational best practices to improve efficiency and client satisfaction. Maintain documentation of procedures, resolutions, and operational guidelines.

WHAT YOU LL NEED:

• Bachelor s degree (minimum)
• 10+ years of total work experience out of which 6+ years in business operations, client support, financial services, or insurance operations.
• Proven ability to manage client requests and escalations in a fast-paced environment.
• Strong facilitation, problem-solving, and coordination skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities with accuracy and efficiency.
• Strong stakeholder management and collaboration skills.

PREFERRED QUALIFICATIONS:

• Experience in life insurance, annuity administration, or financial services operations.
• Exposure to client service delivery or global delivery models.
• Knowledge of process improvement methodologies (Lean, Six Sigma).
• Experience with operational reporting and data analysis.
• Advanced proficiency in Microsoft Office tools.

Key Competencies

• Client focus and service excellence
• Operational accountability
• Cross-functional collaboration
• Analytical thinking and problem-solving
• Professional communication and executive presence
• Continuous improvement mindset

Work Model & Collaboration

Will work closely with US-based client relationship leaders and operational teams. Requires complete overlapping work hours with US time zones as needed. Participation in client calls and leading regular operational reviews.

WHAT S IN IT FOR YOU?

We re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information.

We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, co