Manager - Client Operations & Support

The role

You will be the operational contact for client support requests and escalations, from intake through resolution. You will coordinate with Operations, Technology, Finance, Licensing and Shared Services teams and report operational metrics to clients.

What you will do

• Serve as the operational point of contact for client support requests outside standard processes
• Manage escalations from intake through resolution, with timely follow-up and closure
• Monitor shared client mailboxes and make sure inquiries are routed and resolved
• Handle cases that need special handling and follow operational guidelines
• Coordinate with internal teams and subject matter experts to resolve client requests
• Provide clients with operational metrics, volume trends and performance insights
• Support scorecard inquiries, operational reporting and invoice or access queries
• Prepare data and materials for recurring operational meetings and client reviews
• Identify recurring issues and recommend process improvements
• Maintain documentation of procedures, resolutions and operational guidelines

Required qualifications

• Bachelor's degree (minimum)
• 10+ years of total work experience
• 6+ years in business operations, client support, financial services or insurance operations
• Proven ability to manage client requests and escalations in a fast-paced environment
• Strong facilitation, problem-solving and coordination skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities with accuracy and efficiency
• Strong stakeholder management and collaboration skills
• Overlapping work hours with US time zones as needed

Nice to have

• Experience in life insurance, annuity administration or financial services operations
• Exposure to client service delivery or global delivery models
• Knowledge of process improvement methodologies (Lean, Six Sigma)
• Experience with operational reporting and data analysis
• Advanced proficiency in Microsoft Office tools

Before you apply

• Apply through the online application in the careers section of the company website

About the company

Zinnia is a technology platform for life and annuities growth, serving 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders. The company reports over $180 billion in assets under administration.