Manager, Operations Support
About The Position
illumifin is a leading provider of business process outsourcing for the insurance industry, managing policies for the nation's largest insurers. We also provide clients with unique risk management insight built upon our proprietary databases. About this role 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.
Requirements
- Associate degree with 10+ years of relevant experience or Bachelor’s degree (Business preferred) with 7+ years of experience
- 7+ years in TPA/ Healthplan / Insurance Operations (Long Term Care preferred)
- 5+ years in a leadership role with accountability for people and performance
- Experience managing SLAs and understanding the financial impact of operational decisions
- 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
- Proven ability to lead teams through process, technology, or operating model change
Nice To Haves
- Experience working with offshore/global teams and distributed domestic teams
- Long Term Care or complex in force policy administration experience
Responsibilities
- Operational Leadership & Financial Ownership
- People Leadership, Talent Development & Succession
- Staffing Strategy, Capacity Planning & Production Control
- Process Improvement & Technology Enablement
- Client Focus & Stakeholder Partnership
- Cross Functional & Global Collaboration
- Risk, Compliance & Audit Readiness
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
