Client Experience Manager - Employee Benefits

 The National Operations Manager, Employee Benefits, is responsible for executing and supporting operational best practices nationally, with a strong focus on client experience and continuous improvement. This primarily tactical role supports day-to-day operations, project management,  and effective implementation of procedures and communications. The Operations Manager collaborates closely with Employee Benefits leaders and cross-functional teams to scale and operationalize practices to ensure operational excellence, exceptional client service, and measurable impact while fostering collaboration, engagement, and clear communication.

ESSENTIAL JOB RESPONSIBILITIES

Operational Management:

• Execute and oversee day-to-day operational tasks and support business objectives with a hands-on, tactical approach.

• Establish, develop, implement, and manage standard operating procedures, products, and deliverables.
• Identify opportunities to scale and operationalize EB processes and best practices.
• Support operational integration of newly acquired partners.
• Act as a trusted advisor and resource to teams related to operational functions.
• Support implementation of new tools, solutions, and vendors as directed by leadership.
• Collaborate with IMA University to develop, enhance, and promote Employee Benefits learning pathways, supporting ongoing education and professional development.
• Oversee Employee Benefits communication, ensuring information is timely, accurate, and effectively distributed to all stakeholders.

Client Experience & Continuous Improvement:

• Collaborate with regional Employee Benefits leaders to identify, plan, and execute initiatives that enhance client experience and drive continuous improvement.
• Drive collaboration and engagement across markets to ensure buy-in and adoption of scaled processes.
• Project manage operational initiatives, leading subcommittees and ensuring projects are delivered on time and achieve intended outcomes.
• Monitor client feedback to identify opportunities for improved experience
• Conduct continual crowdsourcing exercises from various offices and segments to develop operational best practices.
• Champion a client-first mindset in all operational processes.
• Use quantitative and qualitative feedback to measure the effectiveness and impact and value of operational changes and process improvements.

Team Leadership & Change Management

• Supervise and mentor direct reports (individual contributors), providing clear direction, support, and performance feedback.
• Foster a collaborative, service-oriented team culture.
• Lead through change by clearly articulating vision, aligning leaders and teams around shared goals and managing transitions with empathy and effectiveness.
• Influence cross-functional teams and leaders to adopt new practices and embrace continuous improvement.
• Promote engagement and accountability across all levels of the organization.

REQUIRED EXPERIENCE AND SKILLS

• Five to ten years of similar or related experience.
• Strong project management skills.
• Expert experience with MS Office products, including Excel, Power BI, SharePoint, and other Microsoft products.
• Limited travel required (less than 10%).
• Bachelor’s Degree preferred or equivalent experience.

COMPETENCIES & TRAITS

• Process driven and highly organized.
• Excellent oral and written communication and interpersonal skills.
• Ability to manage multi-task operations/projects and work in a fast-paced environment.
• Strong organizational, self-direction, and planning skills, with a proven ability to manage time well in a fast-paced, ever-changing, team-oriented environment.
• Creative problem-solver who uses brainstorming techniques and thinks outside the box.
• Inquisitive nature and instinct for identifying issues that require attention.
• Ability to forge strong relationships and build rapport with co-workers at all levels, acting as a trusted advisor with a service mindset.
• Actively listens, shares information, and proposes suggestions and solutions.
• Expresses oneself effectively, both orally and in written form.
• Ability to independently identify, resolve, and escalate issues, and provide concise executive-level summaries that accurately reflect analyses.

If this role is hired in Los Angeles County, CA the following applies: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.  Prior Criminal history will only be considered after a conditional job offer is made and accepted.  Applicants will have the opportunity to explain the circumstances surrounding any convictions, provide mitigating evidence, or challenge the accuracy of the background report. 

Salary Range: $90,000 USD - $120,000 USD

Compensation & Benefits

Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. This role is eligible for the following:
 
Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, Pre-Tax Parking Plan, 401(k), Life/AD&D, Accident, Critical Illness, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Business Travel Accident, Identity Theft, Paid Time Off, Flexible Work Options, Paid Holidays, Sabbatical, Gift Matching, Health Club Reimbursement, Personal and Professional Development.  In addition to our robust benefits package, the final offer amounts will depend on a variety of factors, including the candidate’s geographic location, prior relevant experience, and their knowledge, skills, and abilities. 

Why Join IMA?

We’ve built a reputation for putting our associates first

What if we told you that you could be an integral part of an entrepreneurial, expanding company, develop lasting relationships, earn competitive benefits, plus claim part ownership? It’s this unique ownership business model that makes working at IMA so appealing.

We work in teams. We sell in teams. We win and prosper as a team

We provide support systems and resources that enable each of our associates to focus on what they do best. And as an independent company based in the Midwest, we’re big enough to write business all over the world and small enough to implement your ideas quickly.

We are recognized nationally as a leader in our industry

• 2020-2023 Business Insurance Magazine Best Places to Work in Insurance 
• 2023 Inc. Magazine’s Best Workplaces 
• 2023 Denver Business Journal’s Best Places to Work 
• 2022-2023 Connecticut Top Work Places  
• 2021-2023 Inc. 5000’s List of Fastest Growing Companies  
• 2019-2022 Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies 
• 2022-2023 Kansas City Business Journal’s Best Places to Work 
• 2021-2023 Charlotte Business Journal’s Best Places to Work  
• 2021-2023 Los Angeles Business Journal’s Best Places to Work 
• 2021-2023 The Salt Lake City Tribune Top Work Places 
• 2021-2022 Puget Sound Business Journal’s Washington’s Best Workplaces 
• 2021-2022 Wichita Business Journal’s Best Places to Work, #1 in extra-large category 
• 2021 Dallas Business Journal’s Best Places to Work 
• 2021 Alaska Journal of Commerce’s Best Workplaces in Alaska 

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

The IMA Financial Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.  In addition to federal law requirements, The IMA Financial Group, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.