Client Management Operations Lead, Group Benefits
About the position Is the opportunity to join a culture where “We Do the Right Thing,” and “We Courageously Shape Our Future Together” important to you? If so, Guardian is seeking a resolute motivated individual to join our team as a Client Management Operations Lead. This is a senior leadership role responsible for the strategic direction and operational excellence of the Client Management function within Group Benefits. This role drives client retention, growth, and profitability by supporting client relationship management, operational process improvement, and service delivery. This role partners closely with Distribution, Claims, Operations, Underwriting, Technology, and other cross-functional teams to ensure alignment with organizational objectives and market trends. You will Develop and implement business and operational strategies that drive customer outcomes, optimize productivity, and enhance service models. Build and enable best-in-class Client Management processes and frameworks to support customer experience, retention, and growth. Establish, monitor, and achieve performance standards and metrics, ensuring delivery of exceptional client service. Partner with Distribution, Operations, and Claims to align initiatives with broader organizational objectives and market trends. Lead and manage the operational excellence objectives within Client Management, with specific focus on automation/AI and process improvement. Develop and manage consultant relationships at senior levels and participate in corresponding activities.
Responsibilities
- Develop and implement business and operational strategies that drive customer outcomes, optimize productivity, and enhance service models.
- Build and enable best-in-class Client Management processes and frameworks to support customer experience, retention, and growth.
- Establish, monitor, and achieve performance standards and metrics, ensuring delivery of exceptional client service.
- Partner with Distribution, Operations, and Claims to align initiatives with broader organizational objectives and market trends.
- Lead and manage the operational excellence objectives within Client Management, with specific focus on automation/AI and process improvement.
- Develop and manage consultant relationships at senior levels and participate in corresponding activities.
Requirements
- 10+ years in a client management, operations, or similar role within group benefits or related insurance industry.
- Proven achievement in implementing large-scale projects, strong stakeholder management, collaboration, and executive presence to influence internally and externally.
- Demonstrated leadership experience in managing complex projects and initiatives.
- Strong analytic and financial skills with a demonstrated track record in execution.
- Skillful negotiator and experience with conflict resolution.
- Exceptional written, verbal, and presentation skills.
- Ability to travel nationally as business needs require (typically 25-40%).
- Collaborative team player with the ability to build rapport and create followership across cross-functional teams.
- Exercise sound judgment and integrity in a changing, matrixed, and fast-paced environment.
- Strategic thinker who drives discipline across the business.
- Persuasive presentation and communication skills with ability to influence and manage people over whom there is no direct authority.
- P&L ownership mindset; use reporting and data to understand performance measures, projections, and areas of opportunity to meet goals.
Nice-to-haves
- Advanced degree or equivalent experience preferred.
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