Client Management Operations Lead, Group Benefits

Client Management Operations Lead

The Client Management Operations Lead is a senior leader responsible for the strategic direction and operational excellence of the Client Management function within Group Benefits. This role drives client retention, growth, and profitability by supporting client relationship management, operational process improvement, and service delivery. This role partners closely with Distribution, Claims, Operations, Underwriting, Technology, and other cross-functional teams to ensure alignment with organizational objectives and market trends.

Responsibilities :

• Develop and implement business and operational strategies that drive customer outcomes, optimize productivity, and enhance service models.
• Build and enable best-in-class Client Management processes and frameworks to support customer experience, retention, and growth.
• Establish, monitor, and achieve performance standards and metrics, ensuring delivery of exceptional client service.
• Partner with Distribution, Operations, and Claims to align initiatives with broader organizational objectives and market trends.
• Lead and manage the operational excellence objectives within Client Management, with specific focus on automation / AI and process improvement.
• Develop and manage consultant relationships at senior levels and participate in corresponding activities.

Qualifications :

Soft Skills :

Location and Travel :

This is a hybrid role with 3 days each week in a Guardian office, ideally in Boston, MA, NYC, Bethlehem, PA, or Atlanta, GA, with 25%-40% travel within the broader U.S. We will consider qualified remote candidates who can commit to travel as needed to meet business expectations.

Salary Range : $129,500.00 - $212,750.00

Our Promise :

At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development, and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Equal Employment Opportunity :

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations :

Guardian is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.