Employee Benefits Manager

Our client, a leading insurance brokerage and risk advisory organization, seeks an accomplished and dynamic Employee Benefits Manager to assume strategic leadership of its Employee Benefits department. This is a high-impact executive opportunity for a seasoned people leader who thrives at the intersection of operational excellence, team transformation, and client-centric service delivery. The Employee Benefits Manager will bear full accountability for department performance, workflow execution, quality standards, and scalability-while serving as a critical cross-functional partner to Sales Leadership, Business Development, and carrier relationships. This role demands a leader of exceptional emotional intelligence, executive presence, and the demonstrated ability to drive cultural and organizational transformation in a fast-paced, growth-oriented environment. The successful candidate will play a pivotal role in shaping the future of the department, advancing AI and efficiency initiatives, and ensuring seamless execution from sale to service across a multi-generational, geographically dispersed team.

Job Duties and Responsibilities
Daily Operations & Performance Management

• Lead the daily operations of the Employee Benefits department, directly managing Account Executives, Account Managers, Client Advocates, support staff, and the EB Team Lead.
• Monitor team performance, enforce accountability, and ensure consistent service delivery aligned with organizational standards.
• Conduct regular one-on-one meetings, lead department-wide sessions, and administer annual performance reviews.
• Partner with Human Resources on hiring and termination decisions; provide coaching and manage performance issues as needed.
• Oversee department workflows to ensure equitable work distribution and adherence to turnaround standards.
• Manage new business assignments, book of business capacity, and develop strategies for client reassignments to ensure sustainable team workloads.

Sales & Growth Execution

• Partner with Sales Leadership, Risk Advisors, and Business Development to ensure effective sales-to-service handoffs.
• Support growth initiatives by coaching team members on identifying cross-sell, round-out, and account expansion opportunities.
• Attend client and prospect meetings as needed to reinforce operational value and service alignment.
• Reinforce the execution of client segmentation strategies in alignment with Senior Leadership direction.
• Participate in internal sales and strategy meetings to maintain connectivity with organizational revenue goals.

Client & Carrier Relationship Management

• Maintain and cultivate carrier relationships; resolve routine carrier issues and address team inquiries.
• Serve as a primary point of escalation for client and carrier matters, escalating complex or high-impact situations as appropriate.
• Support Account Executives and Account Managers in sustaining strong client relationships and upholding a high standard of service.
• Audit vendor billing statements and provide approval for accounting prior to payment processing.

Process Improvement, AI & Operational Efficiency

• Execute and maintain department workflows and playbooks, ensuring operational consistency and clarity across the team.
• Partner with the EB Team Lead to implement AI initiatives and efficiency projects; monitor adoption and ensure integration into daily operations.
• Champion the adoption of new workflows, tools, and technology across the Employee Benefits team.
• Identify gaps, inefficiencies, and operational risks; develop and implement actionable solutions.

Training & Talent Development

• Identify training needs for Account Executives and Account Managers based on performance trends, quality reviews, and evolving business requirements.
• Support professional development through targeted coaching, growth opportunity identification, and alignment of individual goals with departmental objectives.
• Partner with the EB Team Lead and Director of Training & Development to deliver ongoing technical and professional development programming.
• Ensure new hires are onboarded effectively and trained to organizational standards.

Qualifications
Required

• Dynamic leadership experience overseeing and elevating a high-performing team, with full accountability for performance, engagement, and outcomes.
• Background in insurance brokerage, employee benefits, or adjacent financial services environments.
• Demonstrated ability as a people leader and skilled communicator, with capacity to serve as the strategic conduit between sales and service operations.
• Proven experience leading transformational change initiatives, including process re-engineering, technology adoption, AI implementation, and continuous improvement programs.
• Minimum of 2 years of employee benefit insurance management experience.
• Minimum of 2 years of direct team leadership experience.
• Active Wisconsin Life and Health insurance license, or ability to obtain within 90 days of employment.

Preferred

• Experience stabilizing and rebuilding team culture following periods of disruption, ambiguity, or leadership transition.
• Demonstrated resilience, grit, and executive maturity in navigating complex interpersonal dynamics and high-stakes decision-making.
• Experience leveraging AI tools for departmental efficiency and workflow optimization.
• Associate or Bachelor's degree in Business, Human Resources, or a related field.

Core Competencies

• Exceptional emotional intelligence and leadership presence; outstanding verbal and written communication skills.
• Empathetic listener with the confidence to engage in courageous conversations and make calculated, data-informed decisions.
• Forward-thinking with strong analytical follow-through, proactive problem-solving capabilities, and meticulous attention to detail.
• High personal energy, persuasive influencing skills, and a commitment to accountability and ethical conduct.
• Proficiency in Microsoft Office applications and the ability to manage multiple systems concurrently.