Manager, US P&C Operations

Overview

Position Overview

Role Summary
Are you a tech-savvy HR Operations leader with a passion for AI, automation, and continuous improvement? The Zelis People & Culture (P&C) team is seeking a Manager, US P&C Operations to lead the delivery and continuous improvement of P&C operational services in the US. This role manages day-to-day operations and team performance while driving process excellence, shared services transformation, and AI-enabled operational efficiency.

The role reports to the Vice President, P&C Enablement, and partners closely with P&C Technology, Centers of Excellence (COEs), and others within P&C and Zelis, to scale service delivery, improve employee experience, and support Zelis  broader AI transformation.

• Lead, coach, and develop US P&C Operations team, including setting objectives, tracking performance, and supporting day-to-day execution.
• Support shared services transformation, including identification, hiring, onboarding, and development of team members as operational needs evolve.
• Serve as an escalation point for complex employee and stakeholder issues, ensuring service levels and operational metrics meet or exceed expectations.
• Execute an excellent associate service delivery experience aligned with enterprise strategy, culture, and values.

• Document, map, and maintain end-to-end P&C operational processes using standard methodologies and tools.
• Identify opportunities to simplify, standardize, automate, and optimize workflows through technology, automation, and AI.
• Support the reimagining of P&C operational processes to enable scalability, efficiency, compliance, and improved employee experience.
• Act as a change agent to drive innovation, continuous improvement, and adoption of new ways of working across P&C Operations.
• Contribute to Zelis  broader AI transformation by applying AI-first thinking to P&C programs, service delivery models, and operational workflows.
• Stay informed on emerging HR technologies, automation, and AI capabilities, and apply relevant insights to local and global initiatives.

• Define, analyze, monitor, and manage key operational KPIs, service levels, and performance metrics to ensure consistent, high-quality P&C service delivery.
• Use data and insights to identify trends, risks, and improvement opportunities, and drive targeted actions to improve efficiency, quality, and employee experience.
• Ensure operational metrics are reviewed regularly, performance gaps are addressed proactively, and results are communicated clearly to stakeholders.
• Leverage KPI and service-level insights to inform process redesign, automation initiatives, and AI-enabled improvements.

• Partner closely with the Global Operations team in Hyderabad, India to enable seamless Tier 1 and Tier 2 service delivery.
• Support alignment of processes, service standards, and performance expectations across US and Global Operations teams.
• Collaborate on work transitions, capacity planning, knowledge transfer, and continuous improvement initiatives to support scalability and consistency.
• Strengthen global ways of working through clear governance, communication, and shared accountability for outcomes.

• Review, update, and implement standard operating procedures with appropriate communication and governance.
• Analyze process breakdowns, identify root causes, and ensure lessons learned are incorporated into improved designs.
• Partner with P&C Technology, Operations, and COEs to support testing, implementation, stabilization, and adoption of new tools, features, and solutions.
• Support work and scope transitions to and from Operations, partnering with COEs and Global Operations to enable centralization and scale.

• Bachelor s degree in Human Resources, Business Administration, or a related field, and 8+ years of relevant P&C experience or equivalent work experience.
• Strong understanding of P&C / HR processes across the employee lifecycle and demonstrated experience with process documentation, process mapping, workflow design, and continuous improvement.
• Proven people leadership experience, including coaching, performance management, and team development.
• Demonstrated ability to define, analyze, and monitor KPIs, SLAs, and operational performance metrics. Experience using data to drive operational decisions, continuous improvement, and service delivery outcomes.
• Experience partnering with global or offshore operations teams to deliver shared services or operational support at scale.
• Strong technical aptitude with the ability to understand, leverage, and advocate for automation and AI-enabled solutions.
• Experience with automation tools, workflow technologies, or AI functionality within HR systems.
• Experience supporting operational transformation, shared services, or global delivery…