Client Management Operations Lead, Group Benefits

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.

You will

• 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.

You have

• 10+ years in a client management, operations, or similar role within group benefits or related insurance industry.
• Proven achievement in implementing large-scale projects, strong stakeholder management, collaboration, and executive presence to influence internally and externally.
• Advanced degree or equivalent experience preferred.
• Demonstrated leadership experience in managing complex projects and initiatives.
• Strong analytic and financial skills with a demonstrated track record in execution.
• Skillful negotiator and experience with conflict resolution.
• Exceptional written, verbal, and presentation skills.
• Ability to travel nationally as business needs require (typically 25-40%).

Soft Skills

• Collaborative team player with the ability to build rapport and create followership across cross-functional teams.
• Exercise sound judgment and integrity in a changing, matrixed, and fast-paced environment.
• Strategic thinker who drives discipline across the business.
• Persuasive presentation and communication skills with ability to influence and manage people over whom there is no direct authority.
• P&L ownership mindset; use reporting and data to understand performance measures, projections, and areas of opportunity to meet goals.

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

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

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.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

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. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.