Employee Benefits Operations Manager

SUMMARY:

The Employee Benefits Operations Manager is responsible for effectively managing the Employee Benefits operations support function, ensuring complete customer satisfaction. The Employee Benefits Operations Manager's responsibilities include but are not limited to, operating activities, planning and organization, and the establishment of quality standards for the EB area.

ESSENTIAL FUNCTIONS:

• Develop strategies to accomplish and support the Employee Benefits Support action plan. Implement and monitor those strategies with the Branch Leader and EB Sales Manager
• Develop workflow, procedures, and policies affecting service and renewal workflow, report delivery, case assignments, and data management
• Assist in preparing reports for annual budget and strategic planning
• Monitor reports, KPIs, and activity (audits) within the agency management system to ensure efficient operations and intentional work distribution
• Participate in developing strategies to accomplish and support the INSURICA office action plan; implement and monitor those strategies within Employee Benefits in partnership with the Branch Leader/EB Sales Manager
• Provide supervision to all assigned colleagues, including cross-training, performance management, training and development, coaching, and disciplinary action
• Work collaboratively with the Senior Key Accounts Executive to ensure effective training and development and cross-training efforts for all colleagues
• Provide a confident leadership presence, demonstrating a positive outlook and motivating employees, by promoting individual excellence and achievement, as well as a team concept
• Work collaboratively with the Senior Key Accounts Manager to develop and/or utilize established formal training and onboarding programs to increase knowledge, skills, and backup responsibilities
• Conduct meetings, as needed, to inform, obtain input, and train staff on procedures, current developments, etc.
• Assist with difficult customer or claims situations with staff, where warranted
• Provide direction in the evaluation and selection of appropriate employee benefits providers for the branch; maintain effective business relationships with provider representatives; remain informed as to market availability and competitive markets and continuously expand knowledge of markets, sharing knowledge with the department and branch staff
• Refer current and prospective clients to Commercial and Personal Lines departments for solicitation of those lines of business
• Perform all actions relating to customers and companies in a manner that will avoid issues involving potential errors and omissions
• Participate in seminars and other training to maintain required licenses and for knowledge and skill development

ADDITIONAL RESPONSIBILITIES:

This job description is intended to describe the level of work required of the person performing the position. Essential functions are outlined; however, other duties may be assigned, as needs arise, or as required to support the essential functions. Specific performance objectives may be developed each year to measure the performance of the tasks and functions listed in this job description.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to maximize staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining staff; encouraging and supporting professional development; coordinating and ensuring effective utilization of systems; ensuring adherence to policies, procedures, and productivity standards
• Strong project management skills, with demonstrated effective planning and priority setting under deadlines
• Ability to identify problems, analyze questions, and provide valid solutions
• Effective analytical and organizational skills, with a strong attention to detail
• Understanding of benefit-related software including, but not limited to, Zywave tools (Broker Briefcase, Brokerage Builder, Mywave Plan Advisor), HR Connection, Mineral and Private Exchange
• Thorough knowledge of plan designs, with the ability to understand, evaluate and make decisions on proposals (RFP’s)
• Thorough knowledge of insurance markets
• Thorough understanding of the benefit-related claims process, including effective appeal and resolution
• Advanced knowledge of all pertinent federal and state regulations, filing, and compliance requirements both adopted and pending affecting employee benefit programs, including ERISA, COBRA, FMLA, ADA, SECTION 125, Worker's Compensation, Medicare, OBRA, and Social Security and DOL requirements
• Ability to travel, both locally, and overnight, periodically
• Ability to work within a fast-paced, changing priority environment
• Self-motivated, with the initiative to prioritize and be self-directed
• Regular and punctual attendance is required
• Excellent interpersonal skills, with the ability to interact effectively with both colleagues, and managers, across all levels
• Ability to promote, and maintain a team environment, willing to find accommodating solutions for our customers, companies, and the Agency
• Ability to successfully adhere to company policies and procedures, as well as maintain strict confidentiality

QUALIFICATIONS:

• 7–9 Years previous experience in the Employee Benefits field preferred
• 3–5 Years of previous supervisory experience preferred
• Bachelor’s degree in business, or related field, preferred
• State-issued life and health insurance license, or the ability to obtain required
• Applicable professional insurance designations (RHU, REBC or CEBC) preferred

WORKING CONDITIONS AND REASONABLE ACCOMMODATIONS:

• Fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities
• Ability to perform approximately 80% sedentary work, exerting up to 10 pounds of force occasionally, and negligible force frequently
• Ability to lift up to 20 pounds occasionally
• Requires operation of a computer workstation, including keyboard and video display
• All requirements may be modified to reasonably accommodate physical or mental impairment