[Hiring] Employee Benefits - Operations Manager @Bell Bank

Role Description

The Operations Manager is responsible for leading a team of account services staff responsible for delivering consultative, high-impact service to employer clients. This role is responsible for the effectiveness of the account management operating model, balancing client strategy, talent development, risk management, and operational excellence. It partners closely with sales, leadership, compliance, and carrier partners to ensure client engagement aligns with business objectives, regulatory requirements, and the firm’s long-term growth strategy.

Responsibilities

• Account Management
  • Oversee a portfolio of complex employee benefits clients through indirect leadership of account service staff.
  • Ensure account strategies align with client business objectives, workforce trends, and evolving benefits landscapes.
  • Provide strategic guidance on renewals, plan design, funding strategies, and long-term benefits planning.
  • Serve as an executive escalation point for high-impact client situations, complex renewals, or sensitive service failures.
  • Collaborate with Sales leadership to support client retention, upsell, and cross-sell opportunities.
  • Assist in shaping client value propositions, service differentiation, and account planning approaches.
  • Provide leadership with insights into client trends, capacity needs, and market feedback.
  • Support strategic initiatives such as technology implementations, service segmentation, or organizational change.
  • Own and continuously evolve the account management service model to ensure scalability, consistency, and quality.
  • Establish and monitor service standards, KPIs, and client experience metrics.
• Leadership & Talent Development
  • Lead, coach, and develop direct and indirect reports with a focus on consultative capability, business acumen, and strategic thinking.
  • Define success measures that balance client outcomes, operational discipline, and team performance.
  • Identify skill gaps and drive targeted development, succession planning, and role readiness across the team.
  • Foster a high-accountability, performance-driven culture while reinforcing collaboration and client advocacy.
• Risk, Compliance & Governance
  • Provide oversight to ensure client work is managed in compliance with applicable regulations (e.g., ERISA, ACA, COBRA).
  • Partner with compliance and legal teams to interpret regulatory changes and translate them into team expectations and client guidance.
  • Mitigate client and organizational risk through proactive documentation standards, review processes, and issue escalation.
  • Identify systemic risks, inefficiencies, or recurring issues and lead improvements across workflows, tools, and resource allocation.
• Bell Bank Culture, Policy and Accountability Standards
  • Know by name and face as many customers and employees as possible, calling them by name as often as possible.
  • Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
  • Know, understand, and live the company values and bottom line.
  • Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
  • All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
  • Prompt and reliable attendance.
  • Perform other duties as assigned.

Qualifications

• Bachelor’s degree in business management, risk management, or related field; or equivalent experience.
• 8 - 10 years of experience in employee benefits, insurance brokerage, consulting, or related experience.
• 2+ years of supervisory and leadership experience.
• Demonstrated experience designing or improving service delivery models.
• Active Insurance Licensure.

Skills and Knowledge

• Deep knowledge of group health and ancillary benefits, funding structures, and renewal strategies.
• Proven ability to lead through complexity, influence without direct control, and manage competing priorities.
• Strong executive presence and ability to engage with senior client stakeholders.
• Demonstrated strong computer skills.
• Clear and concise oral, written and interpersonal communication skills.
• Aptitude for analysis and use of analytical tools.
• Ability to handle multiple tasks and set priorities, with attention to detail and accuracy.