The Employee Benefits (EB) Operations Leader is responsible for standardized EB workflows and procedures including implementing minimum quality and compliance standards for the Employee Benefits division in the Southeast Region. In this role, the EB Operations Leader will communicate and interact with all levels of management, employees and external customers, partner on the development and execution of local, regional and corporate directed initiatives.
The EB Operations Leader supports and coaches field Employee Health and Benefits (EH&B) Services teams with achieving operational efficiency through developing strategy, implementing initiatives, and related reporting and analysis. Collaborates with sales and account management work groups to identify operational initiatives that support delivering the highest level of client service. Assists the COO with EB compliance of state and federal regulations.
Success in this role will require the creation of an open and collaborative team focused on the Marsh & McLennan (MMA) Agency platform that encompasses Sales, Ops, HR, IT and Finance.
Areas of responsibilities include, but are not limited to:
Facilitates regional collaboration of EB Division and Service leaders to develop common workflow standards and procedures.
Collaborates with Sales, IT, HR, Ops and Finance on EB Operational initiatives.
Researches opportunities to improve overall EB operations relevant to the operational needs of the organization.
Focuses on client service and client standards for retention and growth as defined by collaboration groups to meet client needs.
Implements and maintains region-wide adopted procedures and standards for efficiency, compliance, and consistency.
Responsible for regional EB compliance with state and federal regulations.
Works in conjunction with the corporate and regional teams to implement, maintain and drive improvement to the EB systems and workflows that improve the client experience, increase efficiency and monitor process adherence.
Serves as regional primary point of contact and decision maker with respect to change requests for the agency management system, BenefitPoint.
Assists in upgrades to the agency management system and analyzing training needs of end users.
Identifies EB division learning gaps and collaborates with Learning and Development (L&D) on training plan implementation.
Facilitates regular regional workgroup/focus groups with EB Division and Service leaders to stay informed on relevant workflow and process improvement needs/challenges.
Leads the implementation, updates and development of naming conventions and workflows for EB ImageRight and BenefitPoint.
Supports Division & Service/Operations Managers by creating and analyzing reports identifying potential needs of the division and using the information to assist with improvement in overall efficiencies.
Manages the relationship and processes with the outsourcing EB vendors.
Oversees EB Centralized Shared Services unit, and utilization thereof, to enhance overall operational efficiencies.
Collaborates with leaders to support onboarding new benefits operations/acquisitions, including MMA compliance/operations.
Collaborates with EB Sales and Operational leaders to implement MMA Compliance Initiatives, MMA Best Practices and other Corporate Initiatives.
Education and Certifications
Bachelor's Degree or 7-10 years of industry equivalent experience, preferably in management
Thorough knowledge of EB workflow and processes
Strong management skills and the ability to handle multiple projects/priorities essential.
Strong presentation skills required.
Experience in project management and knowledge of associated systems essential.
Knowledge of the agency benefits procedures and the agency management system.
Proficiency in Microsoft office: Word, PowerPoint, Excel and Adobe and Acrobat required.
Must have strong interpersonal, communication, teamwork, intellectual curiosity and problem solving skills required.
Proven ability to take initiative and be a change agent for the organization.
Demonstrates a solutions-focused attitude.
Effective at taking lead and exercising independent discretion.
Ability to manage multiple priorities and meet performance expectations in a dynamic, fast-paced environment.
30% - 50%
Note: This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.