EB Operations Manager

Overview The Liberty Company is a different kind of insurance brokerage—one where culture, growth, and innovation take center stage. We are proud of our award‑winning, forward‑thinking workplace and are eager to help you find your Joy of Being with us. Position Summary The Employee Benefits (EB) Operations Manager leads the infrastructure, systems, and operational execution, supporting the EB practice and serving as the central hub for operational excellence across the benefits department. This role is responsible for building and maintaining scalable backend operations that enable the Account Management and Sales teams to perform efficiently and without operational friction. It oversees agency systems, workflows, carrier access and appointments, and daily operational activity while driving training, data integrity, and process consistency. The EB Operations Manager also leads project management for acquisitions, book rolls, and integrations, ensuring seamless execution and alignment across stakeholders. Essential Duties and Responsibilities Operations Infrastructure & Carrier Management Own and manage backend EB Operations including carrier appointments, contracting, commission setup, and producer/agency licensing coordination Facilitate carrier access, including portal enablement, login requests, and agreements in coordination with legal Ensure operational readiness for new and existing business across all markets Collaborate with carriers, general agencies, and vendors to streamline processes and improve access Systems & Data Management Lead the implementation, maintenance, and optimization of benefits and agency management systems Serve as system administrator, including troubleshooting issues, connecting errors, and maintaining system integrity Oversee system configurations including account setups, global changes, error logs, and data imports Produce and manage account import templates and support data accuracy across platforms Coordinate agency management code updates, benchmarking, and accounting alignment Daily Operations & Workflow Management Oversee daily departmental operations, including shared mailboxes, ticket systems, appointments and audit workflows Establish, monitor, and enforce SLAs, prioritization protocols, and turnaround standards Monitor ticket volume, resolution quality, and team responsiveness to ensure operational efficiency Act as the primary escalation point for complex operational issues impacting service and sales teams Team Leadership & Enablement Lead EB Operations staff, driving accountability, productivity, and consistent execution Oversee onboarding and offboarding of employee system and program access in coordination with IT and HR Develop, maintain, and deliver training programs, materials, and documentation (guides, SOPs, playbooks) Educate employees on systems, workflows, and operational best practices Partner with leadership to roll out training on new tools, products, and initiatives Project Management & Integrations Serve as project management lead for partnership acquisitions, book rolls, carrier transitions, licensing, carrier appointments, and system integrations Organize and oversee data integration, validation, and migration efforts for partnership offices Maintain project plans, trackers, timelines, and accountability across cross‑functional stakeholders Support onboarding and integration of new teams and offices Data Integrity, Auditing & Continuous Improvement Monitor audit results to identify trends, training needs, and corrective actions Partner with Ops Data Analyst and stakeholders to root cause issues and implement process or automation improvements Drive continuous improvement initiatives to enhance operational efficiency and end‑user experience Cross‑Functional Partnership & Leadership Partner with Account Management and Sales to remove operational barriers and support onboarding, new business, and renewal execution Communicate effectively across departments throughout the lifecycle of projects and escalations Provide strategic insights, recommendations, and updates to leadership within area of responsibility Participate in special projects and additional initiatives as assigned Execution Expectations Demonstrate strong knowledge of insurance business processes, systems, and workflows Operate independently and collaboratively with minimal supervision Maintain high standards of accuracy, organization, and accountability across all functions Build and maintain strong, trust‑based relationships with internal colleagues, carriers, and external vendors Effectively prioritize in a fast‑paced, evolving environment, ensuring timely follow‑through and completion of projects and tasks Competencies To perform the job successfully, an individual should demonstrate the following competencies: Strong Communication, Collaboration, Professionalism, Follow Through, Adaptability, Self‑Motivation, Initiative, Strategic Thinking, Project Management, and Relationship Building. Qualifications Minimum Qualifications 4+ years of experience in employee benefits operations, brokerage operations, or a related systems/project management role Hands‑on experience with agency management systems (e.g., BenefitPoint, AMS360), including system administration, data management, and troubleshooting Strong knowledge of carrier processes, licensing, appointments, and onboarding requirements Proven experience managing workflows, operations, or teams in a fast‑paced, multi‑office or high‑growth environment Demonstrated ability to lead projects (e.g., integrations, system implementations, book rolls, or process improvements) Experience with workflow/ticketing systems (e.g., Monday.com or similar), including managing volume, prioritization, and SLAs Proficiency with Microsoft Office Suite Strong analytical and problem‑solving skills, with the ability to identify root causes and implement solutions Ability to manage and resolve complex escalations requiring cross‑functional coordination Excellent communication skills, with the ability to train users and translate complex systems/processes into clear guidance Highly organized with strong attention to detail and a commitment to data accuracy and integrity Ability to prioritize effectively in a fast‑paced, evolving environment, with strong follow‑through and ownership of outcomes Demonstrated ability to build trust and strong working relationships with internal teams, carriers, and external partners Nice‑to‑Haves Direct experience leading M&A integrations, partnership onboarding, or large‑scale book rolls Experience partnering closely with data/analytics teams to drive automation, reporting, or system improvements Exposure to accounting alignment, agency management codes, or revenue tracking structures Experience developing and delivering formal training programs, documentation, and SOPs across an organization Familiarity with SharePoint or document management systems and governance best practices Experience working with insurtech platforms or benefits administration systems (e.g., Employee Navigator, Ease, etc.) Bachelor’s degree or equivalent professional experience Travel Requirements Travel may be required to vendor functions. In addition, travel may be required to branch locations for initial and/or ongoing training where virtual training is not an option. Qualified applications with arrest or conviction records WILL be considered for employment. For positions in our organization that require a state insurance license to perform the duties described herein, applicants must meet the state licensing requirements as required by the applicable DOI, must not have been disqualified or barred from licensure, and must not have been prohibited from conducting the business of insurance under Title 18 U.S. Code, 1033 and 1034 to qualify for that role. #J-18808-Ljbffr The Liberty Company Insurance Brokers, LLC