[Hiring] Manager, Operations Support @illumifin

Role Description

This role sits at the heart of the Long‑Term Care insurance lifecycle. As Manager, Inforce Policy Administration Operations, you will lead a highly experienced team responsible for policy administration, billing, and change management for inforce LTC policies. Your mandate is to stabilize and modernize operations—moving from fragmented, task‑based execution to a results‑driven, data‑led operating model that delivers accuracy, efficiency, and measurable business outcomes.

You will have real ownership: financial impact, staffing strategy, service levels, talent development, and continuous improvement. This is a role for a leader who enjoys building disciplined operations, developing people, and partnering closely with leadership, technology teams, and clients.

About the Team

You will lead a team of approximately 14–19 associates, including Account Analysts and Operations Analysts, supported by senior subject matter experts. The team combines deep institutional knowledge with evolving technology and process improvements. A key focus of this role is to preserve critical expertise through playbooks and succession planning, while helping the organization adopt smarter tools, more predictive planning, and stronger controls.

What You’ll Be Responsible For

• Operational Leadership & Financial Ownership
  • Lead the transition from reactive, task-based management to a results-oriented operating model using clear goals, metrics, and OKRs.
  • Own operational performance and financial outcomes, including service level adherence, quality, and cost control.
  • Drive aggressive error reduction initiatives through root cause analysis and preventive controls to minimize financial impact (such as interest, penalties, or rework).
  • Monitor leading indicators to prevent SLA misses and mitigate downstream risk before it affects clients or financial results.
• People Leadership, Talent Development & Succession
  • Lead, coach, and develop a team of professionals, creating an environment of clarity, accountability, and trust.
  • Establish clear career pathways for Analysts and Leads, supporting development from entry level through senior roles.
  • Actively manage performance, engagement, and retention; identify and address root causes of attrition.
  • Build robust succession and knowledge transfer plans, especially for senior SMEs and Lead Analysts, ensuring critical expertise is retained and scalable.
• Staffing Strategy, Capacity Planning & Production Control
  • Use data and forecasting models to move staffing from reactive to proactive, demand-based planning.
  • Ensure the right work is matched to the right skill level, protecting margin while maintaining quality and speed.
  • Provide data-driven input into budgeting, staffing adjustments, and long-term workforce planning.
  • Maintain operational discipline by tracking progress, managing risks, and intervening early when performance trends off target.
• Process Improvement & Technology Enablement
  • Evaluate existing workflows and challenge the status quo through gap analysis and continuous improvement.
  • Partner with technology and systems teams to identify defects early, track fixes, and ensure smooth deployment through UAT without disrupting production.
  • Champion the adoption of new tools, automation, and emerging technologies (including AI-enabled capabilities) to improve efficiency and accuracy.
  • Ensure SOPs remain current, practical, and reflective of best practices.
• Client Focus & Stakeholder Partnership
  • Serve as a trusted operational partner, representing the organization with professionalism and clarity.
  • Translate complex operational data into clear, actionable insights for clients and internal stakeholders.
  • Oversee resolution of high priority policy owner complaints and regulatory inquiries, ensuring timely and compliant outcomes.
• Cross Functional & Global Collaboration
  • Partner closely with global counterparts, including teams in India, to ensure consistent standards, quality, and execution across regions.
  • Work cross-functionally with supporting departments (e.g., Call Center, Mailroom, Technology) to eliminate root causes of errors and improve end-to-end outcomes.
  • Act as a change leader, guiding teams through process, technology, and operating model evolution.
• Risk, Compliance & Audit Readiness
  • Maintain ongoing readiness for regulatory and client audits.
  • Represent operations during audits and compliance discussions, including occasional travel.
  • Ensure operational practices comply with regulatory standards and internal controls.

Qualifications

• Education:
  • Associate degree with 10+ years of relevant experience or
  • Bachelor’s degree (Business preferred) with 7+ years of experience
• Experience:
  • 7+ years in TPA/Healthplan/Insurance Operations (Long Term Care preferred)
  • 5+ years in a leadership role with accountability for people and performance
• Operational & Financial Acumen:
  • Experience managing SLAs and understanding the financial impact of operational decisions
• Tools & Technology:
  • Intermediate Excel skills (pivot tables, VLOOKUP/data analysis)
  • Ability to create customer-facing presentations
  • Experience with front-end use of Power BI, ServiceNow, or Azure DevOps—or willingness to learn quickly
• Change Leadership:
  • Proven ability to lead teams through process, technology, or operating model change

Preferred

• Experience working with offshore/global teams and distributed domestic teams
• Long Term Care or complex in-force policy administration experience

Benefits

• The annual compensation range starts at $90,000 but can increase depending on experience and qualifications