Operations & Service Strategy Leader Group Benefits Oswald

Position Overview

The Operations & Service Strategy Leader is the client-facing engine of excellence for the Business Unit driving client retention satisfaction growth and financial performance. As a true co-leader this role partners closely with the Growth Strategy Leader to create a seamless differentiated experience that not only retains clients but turns them into lifelong close collaboration with the Growth Strategy Leader this role also ensures the team delivers a consistent and exceptional client experience while running the business like a well-oiled machine.

This leader designs and implements scalable processes and systems motivates and aligns the team around the ideal client experience and fosters a culture of accountability collaboration and continuous improvement. They also lead financial stewardship and carrier strategy ensuring sustainable growth and profitability. Success is measured by retention client loyalty operational efficiency financial performance and the ability to inspire the team to deliver exceptional results every day.

Key Responsibilities

• Model the way for consistent delivery of an exceptional client experience across all touchpoints.
• Drive client-facing operational leadership ensuring retention satisfaction revenue growth and seamless delivery of services.
• Design implement and continuously optimize processes systems and workflows that enable the team to consistently deliver an outstanding client experience.
• Partner with the Growth Strategy Leader and executive team to set operational priorities define success metrics and allocate resources to maximize business outcomes.
• Lead initiatives that elevate service quality enhance client loyalty and strengthen the businesss market reputation.
• Oversee carrier strategy including partner relationships placement and renewals to ensure optimal client outcomes and market competitiveness.
• Monitor financial performance budget adherence and operational expense drivers balancing fiscal discipline with client-centric outcomes.
• Leverage data analytics and insights to anticipate client needs optimize processes and inform strategic decision-making.
• Coach mentor and inspire team members to embed a culture of accountability collaboration and client-first thinking.
• Lead change initiatives ensuring successful adoption of new tools systems and operational models across the business.
• Collaborate across functions breaking down silos to ensure alignment across sales operations finance and client service teams.

Skills & Competencies

• Client-Centric Leadership: Drives decisions and behaviors that prioritize the ideal client experience in every interaction.
• Strategic Execution: Balances long-term vision with day-to-day operations; sees both the 30000-foot view and tactical details.
• Culture & Team Development: Builds and motivates high-performing teams fosters collaboration and aligns people around shared goals.
• Operational Mastery: Expert in designing implementing and sustaining scalable systems and efficient workflows.
• Financial Acumen: Understands business economics manages budgets drives EBITA and aligns operations with financial goals.
• Carrier Strategy Expertise: Navigates and manages carrier relationships to optimize client outcomes and competitive positioning.
• Data & Insights-Driven: Uses metrics and analytics to inform decisions measure performance and drive continuous improvement.
• Change Leadership: Leads adoption of new systems processes and approaches inspiring team confidence and engagement.
• Problem Solving & Innovation: Anticipates obstacles develops creative solutions and continuously improves operations.

Key Metrics of Success

• Client experience satisfaction and loyalty scores.
• Client retention and revenue growth.
• Operational efficiency improvements and scalable processes implemented.
• Financial performance EBITA contribution and expense management.
• Carrier strategy effectiveness and market positioning.
• Team engagement talent development and culture of accountability.
• Adoption and impact of change initiatives and process improvements.

What Youll Need

• Proven leadership experience with a track record of driving operational excellence and client satisfaction.
• Experience influencing cross-functional teams to deliver scalable efficient processes.
• Strategic thinker with strong operational and financial insight.
• Ability to coach and develop teams to consistently deliver exceptional client experiences.
• Strong problem-solving organizational and execution skills.

Travel Expectations

• Moderate Travel (1035%)
• Regular local and occasional overnight travel (up to 35%) may be required including by car or air depending on business needs.
• Travel may include visits to regional offices client meetings or industry events.

Physical and Environmental Demands

This role involves typical duties performed in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Requirements: Primarily sedentary work involving sitting typing and handling office equipment. Occasional walking standing and lifting up to 10 pounds may be required.
• Manual Dexterity & Vision: Requires sufficient manual dexterity and visual acuity for computer use data analysis and document preparation.
• Work Environment: Standard indoor office setting with moderate noise levels and climate control.

Work Schedule & Hours

Full-time hours: Core business hours of Monday through Friday from 8:00 AM to 5:00 PM and/or occasional weekend hours totaling 40 or more hours per week; no overtime payable. (FLSA Status: Exempt)

(Note: job responsibilities and travel expectations at this level will often require the performance of job duties beyond the normal workweek schedule.)