Client Operations Manager - Rochester - Daybright Financial

    Daybright Financial
    Daybright Financial Rochester

    5 hours ago

    Description

    COMPANY OVERVIEW

    Daybright is one of the largest independently owned insurance brokerage firms in the country providing a full range of employee benefits, compliance, and HR consulting services, along with retirement solutions for both the private and public sectors. The business was formed in 2008 and today serves over three million participants nationally in the K-12, Corporate and Government markets. For more information about Daybright, please visit our website:

    Daybright is currently seeking a Manager of Client Operations in our Employer Solutions Benefits Segment. This is a full-time, hybrid role. Be part of our Rochester, New York team

    JOB DESCRIPTION

    The Manager of Client Operations is responsible for overseeing the day-to-day operational support for client accounts within the employee benefits division. This role ensures the delivery of exceptional service, compliance with regulatory requirements, and efficient execution of processes that support client satisfaction and retention. The Manager will lead a team of Client Service Specialists, collaborate with internal teams, and drive process improvements to enhance operational excellence.

    RESPONSIBILITIES

    Team Leadership & Development

    • Manage, mentor and continuous training of a team of Client Service Specialists, fostering a culture of accountability and continuous improvement.
    • Conduct regular performance reviews and provide coaching to ensure team success.

    Operational Oversight

    • Oversee all client-related operational activities, including enrollment processing, eligibility management, and carrier data reconciliation.
    • Ensure timely and accurate execution of client deliverables during open enrollment and throughout the plan year.

    Process Improvement

    • Identify inefficiencies and implement best practices to streamline workflows and improve service delivery.
    • Partner with technology teams to optimize client management platforms and reporting tools.

    Compliance & Quality Assurance

    • Maintain adherence to COBRA, ERISA, HIPAA, and other regulatory requirements.
    • Monitor quality control measures to ensure accuracy in client data and communications.

    Client & Internal Collaboration

    • Work closely with Client Service Specialists to support client needs and resolve escalated issues.
    • Serve as a liaison between internal teams and external vendors/carriers to ensure seamless operations.

    JOB QUALIFICATIONS

    • Bachelor's degree in business, Human Resources, or related field (or equivalent experience).
    • 5+ years of experience in employee benefits operations is a MUST, with at least 2 years in a leadership role.
    • Strong knowledge of benefits administration, compliance regulations, and carrier processes.
    • Excellent organizational, analytical, and problem-solving skills.
    • Proficiency in benefits administration systems and Microsoft Office Suite.
    • Exceptional communication and leadership abilities.
    • Must currently hold a valid Life, Accident, and Health (LAH) License or be willing to obtain it within six (6) months of hire. They need to have it within the 6 months.

    RELATED COMPETENCIES

    • Experience with HRIS/BenAdmin platforms (e.g., Employee Navigator, ADP WorkforceNow).
    • Project management experience and process improvement certifications (e.g., Lean Six Sigma) a plus.

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