Mgr Service Ops

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The Mgr Service Ops Support is responsible for the overall direction and management of assigned operational functions for the Operations Team. This includes planning, developing and managing aspects of the organization’s operations programs and processes. In unison with senior leadership, the manager will help create the strategic vision and goals fortheir teams.

• Manages and carries out the personnel actions for direct reports, including but not limited to hiring and scheduling; training and evaluating; coaching and managing performance; making salary, merit, or other compensation recommendations for team of direct reports; and making recommendations and/or taking corrective or disciplinary action as appropriate.
• Performs other duties as assigned or apparent.
• Handles or performs special projects as requested by senior leadership or clients that are appropriate based on knowledge, position and background.
• Work with communications, marketing, legal, compliance, product, finance, client and member services as needed to improve processes and tasks specific to departments managed.
• Participate in local associations and networking opportunities that allow the manager to stay abreast of industry trends, best practices, and other changes that may affect benefit operations.
• Ensures the security of operational areas ensuring that all documents or materials are protected according to department procedure while in house and during handoffs with vendors.
• Leads regular staff meetings to maintain a high and visible presence with the team, open lines of communication, and relay short and long-term goals. Communicates quality standards, operational processes, policies,procedures and review mechanisms.
• Works with division leadership, product, finance, vendor management, and directly with vendors to ensure that operational needs are being met, and that company procedures for purchase orders, receiving, invoice approval,expenses, and inventory levels are well managed.
• Regularly reviews the progress and quality level of services provided, ensuring that client and participant needs are addressed, decisions have been acted upon and problems have been resolved. Directs meetings where necessary to address escalated issues and resolve problem accounts. Provides weekly updates as well asmonthly summary reports to department leadership to show operational status and progress on initiatives.
• Maintains an awareness and currency within the employee benefits industry and the related regulatory environment to effectively manage consultation and benefits administration activities. This may require participation with and maintenance of memberships with professional work groups; attending trainings, seminars,and other business-related conferences; and interfacing with peers.
• Implements and maintains operational controls throughout the department to ensure the security and confidentiality of client/participant information and records. This includes complying with applicable laws and regulations and reporting/acting upon any suspected unethical, fraudulent or unlawful acts or practices.
• Other duties as assigned

Education and Experience:

• Knowledge of operations management or a closely related field as normally obtained through the completion of college or equivalent experience. Bachlors degree in business management or related preferred.
• The ability to effectively monitor, supervise and oversee day-to-day operations activities as described as normally obtained through 7+ years of experience with account management, financial management, project management,client…