Employee Benefits Operations Manager

Pioneer Bank, National Association • Albany, NY

2d • Onsite

About The Position

The Employee Benefits Operations Manager oversees the daily workflows, production goals, and customer service standards of the employee benefits division. This leadership role ensures accurate processing of group health and welfare plans, manages account support staff, and maintains strict compliance with industry regulations. The ideal candidate balances operational excellence with a strong commitment to client retention.

Requirements

• Bachelor’s Degree in Business Administration, HR, Finance or related field preferred. Five (5) years of experience in lieu of degree.
• Active NYS State, Life, Accident and Health Insurance license preferred.
• Minimum 3–5 years of employee benefits insurance or management experience with at least 1-2 years in a supervisory or management capacity.
• Strong understanding of fully insured and self-insured health, dental, vision, life, disability plans, etc.
• Proficiency in agency management systems (e.g. Applied Epic) and enrollment platforms (e.g. Employee Navigator)
• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills, with proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks, delegating when appropriate.
• Ability to function well in a high-paced and, at times, stressful environment.
• Ability to act with integrity, professionalism, and confidentiality.
• Proficient with Microsoft Office Suite or related software.
• Excellent understanding and knowledge of Excel.

Responsibilities

• Direct daily workflows for the service team, managing client onboarding, annual renewals, and enrollment data processing.
• Recruit, train, mentor, and evaluate account managers, client service representatives, and benefit administrative assistants.
• Standardize internal standard operating procedures (SOPs) to maximize accuracy, decrease processing times, and reduce errors.
• Verify that all team processes comply with state and federal regulations, including ERISA, ACA, HIPAA, and COBRA.
• Function as the primary escalation point to resolve complex service, billing, or claims issues with insurance carriers.
• Manage the data integrity of the Agency Management System (Applied) and oversee benefits administration platforms.
• Establish and report on key performance indicators (KPIs) regarding team workload, accuracy metrics, and client response times.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager