Employee Benefits Operations Manager

POSITION:

Employee Benefits Operations Manager

LOCATION:

Headquarters

REPORTS TO:

Vice President – Employee Benefits

CLASSIFICATION:

Full Time, Exempt

PAY GRADE:

EX 60 ($67,500 - $106,100)

AVAILABILITY:

Monday-Friday 8:30am-5:00pm

Position Summary:

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.

Key Responsibilities:

Operational Oversight: Direct daily workflows for the service team, managing client onboarding, annual renewals, and enrollment data processing.

Team Leadership: Recruit, train, mentor, and evaluate account managers, client service representatives, and benefit administrative assistants.

Process Improvement: Standardize internal standard operating procedures (SOPs) to maximize accuracy, decrease processing times, and reduce errors.

Compliance Management: Verify that all team processes comply with state and federal regulations, including ERISA, ACA, HIPAA, and COBRA.

Carrier and Vendor Relations: Function as the primary escalation point to resolve complex service, billing, or claims issues with insurance carriers.

Technology Management: Manage the data integrity of the Agency Management System (Applied) and oversee benefits administration platforms.

Performance Tracking: Establish and report on key performance indicators (KPIs) regarding team workload, accuracy metrics, and client response times.

Education & Experience:

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 Agent 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.

Core Skills & Attributes:

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.

As an Equal Opportunity / Affirmative Action Employer, Pioneer Bank will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.