Regional Vice President of Operations, Employee Health & Benefits

About the role

The Employee Health & Benefits (EH&B) Regional VP of Operations is responsible for transforming and evolving the daily operations of the account manager function and resource delivery across the MMA Southwest Regional EH&B Practice. This role will work with the Regional Executive Vice President of EH&B to develop and implement MMA Southwest’s long-term strategy for the EH&B Practice, lead MMA Southwest in the delivery and rollout of Agency Management System (EPIC), oversee the successful delivery of EH&B Resource groups, and collaborate with the Regional Vice President of EH&B Client Services and other key leaders and managers to maximize cross-team collaboration to deliver a seamless experience for our clients.

Responsibilities

• Driving excellence and innovation by driving efficiency and consistency opportunities in collaboration with regional Client Services Leader and determining what functions should exist with the Client Services organization vs. the Operations team.
• Ensuring that regional best practices and workflows are leveraged in each market including deployment of new strategies.
• Developing and implementing operational strategies, policies, procedures, and client deliverables to optimize service delivery and client satisfaction.
• Identifying and implementing process improvements to enhance operational efficiency and effectiveness.
• Operating with a view that all changes should maximize alignment opportunities and ensuring regional alignment through collaboration with other regional and local EH&B leaders.
• Proactively identifying opportunities to expand resources/services to drive client retention and growth.
• Coordinating national EH&B Operations initiatives and determining those that can drive value to our current model.
• Coordinating appropriate training and education to support these initiatives and leading the Regional EH&B resource groups, providing strategic guidance and direction.
• Participating in educating and communicating MMA’s value story and operational efficiency opportunities with new partner firms and supporting and carrying out corporate policies, processes, and practices; serving as a change agent for the organization.
• Supporting compliance needs of the client services organization, including development of staffing model, best practices, and ongoing management of the function.
• Staying informed about insurance technical knowledge, market trends, agency automation, company information, and other operating techniques and supporting full utilization of automation to improve customer service and office efficiency.
• Promoting a positive culture, maximizing the strengths of each employee, serving as a resource for EH&B leaders and team members, providing guidance and counsel on aspects related to account management operational practices, policies, and procedures.
• Building and maintaining strong, effective business relationships with other regional leaders and managers.

Requirements

• Proven experience in operations management.
• Strong knowledge of employee benefits programs, insurance products, and industry trends.
• Effective communication and interaction with all levels of management, employees, carriers, and clients.
• Strong interpersonal and communication skills.
• Ability to take initiative, be solution-focused, and act as a change agent.
• Ability to support management decisions and serve as a positive role model.
• Ability to handle employee relations and performance issues appropriately.
• Ability to collaborate across departments, business segments, and divisions.
• Develop and maintain excellent rapport with employees and clients to support regional alignment.
• Extensive experience in industry operations and client service to effectively develop and manage client service deliverables.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.
• Excellent leadership and people management skills.
• Strong analytical and financial acumen.
• 10+ years of management experience, preferably in a consultative employee benefits insurance environment.
• Demonstrated ability in a senior-level client management leadership role supporting professional services to clients and prospects.
• Active Texas Life, Accident & Health License or ability to obtain; professional designations a plus.
• Ability and willingness to travel regionally as required.

Qualifications

• Bachelor’s degree preferred.
• Ability to develop effective methods to increase sales and retention in a competitive environment.
• Extensive experience communicating client service deliverables to team members and executives.
• Ability to motivate and inspire teams.
• Deep understanding of insurance technical knowledge, market trends, and agency automation.
• Ability to improve customer service and office efficiency through automation and process improvement.
• Ability to build strong alignment across regional leaders and managers.
• Strong change leadership in a fast-moving environment.

Benefits

Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs.