Client Engagement Operations Manager

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• The Client Engagement Operations Manager (CEOM) primarily aids the Client Engagement organization by collaborating with Client Services leadership and internal business partners to manage, align, and enhance efficiencies, ensuring consistency and adherence to best practices that fulfill and surpass SNS business objectives/goals.

• The CEOM is tasked with coordinating and managing brokerage RFP processes and deliverables to support revenue growth opportunities.

• This role is accountable for monitoring all tasks and deliverables, addressing inquiries from the distribution and service teams, and maintaining project plans.

• This position requires managing various large internal and client-facing projects, ensuring robust collaboration with carriers and vendors.

• In conjunction with the Sales, Marketing, and Product teams, this role oversees all broker RFP activities to ensure that bid development responses are aligned with accurate content and that all deadlines are met promptly.

• Establish strong relationships with Client Engagement leadership, all service teams, other department leads, and insurance carriers.

• Responsible for developing the response process to BOR Requests for Proposal (RFP) for the organization, which includes creation, review, negotiation, and refinement of responses.

• This includes analyzing responses and other data gathered through RFP processes to formulate best practice recommendations.

• Oversee the upkeep of current and future RFP responses, templates, and other tools for the Client Engagement team.

• Serve as the primary contact for Client Engagement leadership concerning all aspects of the BOR RFP processes.

• Develop vendor summaries for specific products (Life, Vision, Dental) for the organization, which involves creation, review, negotiation, and refinement of RFP and RFI responses.

• This also entails analyzing responses and other data collected through RFP and RFI processes to create best practice recommendations.

• Maintain current and future templates and other tools for the Client Engagement team.

• Act as the primary contact for Client Services regarding all aspects of Vendor Management for Life, Vision, Dental, and other applicable products.

• Coordinate the necessary resources to resolve issues.

• Attend vendor and leadership meetings as needed, serving as an additional source of consultation for the client services organization.

• Exhibit expertise in Group insurance and possess a superior level of knowledge.

• Participate in vendor summits and client meetings to stay informed about vendor offerings.

• Analyze responses to RFP and RFP questions to determine ongoing relevance and updates to processes to ensure content remains pertinent.

• Collaborate with Client Engagement leadership to assist with vendor management.

• Identify, initiate, and implement operational efficiency strategies, workflows, and processes with various teams within SNS and B&B.

• Work alongside leaders to design and communicate training that aligns with identified best practice workflows to uphold quality and compliance standards.

• Provide project management support to ensure projects have a clear scope, defined deliverables, and that milestones are achieved for successful project outcomes.

• Enhance alignment, consistency, and appropriate communication while contributing to the creation of synergies with strategic partners and B&B entities.

• Effectively persuade others towards agreement in sensitive situations while maintaining positive relationships across the organization.

• This team member plays a vital role in sustaining clear and frequent communication with all levels within the organization.

• Must also fulfill SAM role duties for a transitional period, including licensing requirements.

⛳️ Requirements

• Licensing requirements for the SAM role

• Bachelor’s Degree in a relevant field

• A minimum of 7-10 years of experience in the Employee Benefits industry, focusing on process improvement, client services operations, and business operational excellence

• Experience in project management or operations is preferred

• Strong proficiency in MS Office Suite and Salesforce CRM

• Exceptional attention to detail with highly developed organizational skills

• Strong analytical abilities

• Excellent facilitation and communication skills

• Self-directed with the capability to execute on deliverables.

🏝️ Benefits

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance

• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement

• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts, and more.