The Benefits Operations Manager (BOM), is accountable for managing operational performance for assigned client(s). This includes meeting and exceeding contractual performance standards and defined operational measures. The BOM is responsible for making sure that all ongoing work is delivered on-time and with quality to plan sponsors and plan participants. The BOM is accountable for identifying process improvements, building efficiencies in client operations, effective project planning and capacity & resource management. The BOM is a contact for the client, Third-Party Administrators, as well as all internal Shared Services that impact ongoing operation
Roles & Responsibilities
- Stay current with Industry developments in respective domain, and share with CDG and Benefits colleagues
- Active participation in client renewal meetings and data collection projects at bidding stage
- Understand client contractual agreement and performance measures
- Acknowledged as a subject matter expert (SME) on client plan provisions
- Monitor client operations measures to proactively manage client-level impacts
- Respond to client requests in a timely fashion using effective communication skills
- Proactive management of operations metrics to meet or exceed SLA targets
- Assign and manage BOA work, including workload distribution, track status of outstanding work, ensure SLA metrics are met/ exceeded, identify training opportunities, review and approve SOPs, identify activities for transition to OCP/ Shared Service
- Establish strong client relationships to support and facilitate tough client conversations with acceptable client outcomes
- Identify growth areas for BOAs and provide opportunities in those areas
- Identify cross-training opportunities and implement cross-training action plan
- Establish strong client relationships to support and facilitate tough client conversations with acceptable client outcomes
- Develop and deliver client-specific operational training and support domain related training
- Be a good team player and coach in order to create a healthy environment of trust amongst the team.
Qualifications
- Graduate (except BE/ BTech/ MCA/ regular MBA)
- 5-7 years experience in US Benefits Domain and Benefits Administration
- Strong working knowledge of MS applications like Excel, Word, PowerPoint
- Good Communication Skill
Experience Required:
- Graduate with 6-8 yrs. experienced in international process in UK insurance/Us Insurance/US Mortgage
- 2-4 years of prior team (30-50 resources) handling experience
Essential Hiring Skills:
- Excellent verbal & written communication in English with strong analytical skills. Quick learner and team player. Proficient in MS office suite.
- Prior experience and deep expertise in Insurance domain/UK Savings and Retirement is MUST. Willing to work in shifts.
- Prior experience in quality management, process improvements including knowledge of transformation tools, automation & analytics with strong track record in driving benefits
- Managing entry/mid-level business counterparts/Client interactions
- Decision making & ability to work collaboratively.
Responsibilities:
- High complex activity processing & approvals basis DOA.
- Works independently, and in unison with Aviva brand values, to agreed standards and guidelines with a full practical grasp of systems, methods and applications.
- Participate in daily/weekly reviews with internal/external stake holders
- Performance Management Set performance standards, Helping team meet targets, performance evaluation & corrective actions
- Ability to perform RCA and derive solutions
- Drive process improvements, re-design, automation across processes
- Engage with internal & external customers with full transparency, timely and meaningfully and involve sr. leaders when required.
- Through understanding of standard operating procedures and compliance to local regulations/guidelines.
- Manage referrals on customer queries, provide relevant information, solve disputes and handle difficult conversations with professionalism and customer obsession.
- Support managers with subject matter expertise & business insights
- Provide all stakeholders with periodic/adhoc reporting
- Ability to train & coach and provide floor support
- Work with speed and accuracy
- Call/transactional audits and participation in calibration sessions
