General Description:

The Emerging Markets (EMM) Operations Team Lead role drives consistency, execution, and operational excellence across EMM client teams. This position partners with Regional Operations leadership to deliver a standardized, high-quality client experience while supporting growth, retention, and compliance goals.

Key Responsibilities:

• Manage, develop, and support a team of 10+ employees, including performance management and delivery of a structured training program; provide operational oversight and drive execution of strategic objectives.
• Partner with EMM client teams to execute service models and client procedures, ensuring consistent delivery across accounts.
• Oversee client lifecycle milestones (onboarding, renewal, stewardship) and ensure timely execution of deliverables.
• Maintain and enhance client processes aligned with EMM standards, improving efficiency, scalability, and consistency.
•  Identify risks, gaps, or service inconsistencies and partner with teams to resolve.
• Support onboarding and ongoing training on tools, processes, and service expectations.
•  Create and maintain documentation, templates, and resources to support team effectiveness.
• Reinforce best practices and drive adoption of EMM standards, tools, and workflows across regions and OpCos.
• Standardize reporting and tracking; monitor key metrics, analyze trends, and provide insights to leadership.
• Support implementation of new initiatives, tools, and process improvements.
• Act as a liaison across EMM, Operations, Compliance, and Regional Leadership to ensure alignment.
• Coordinate with OpCo leaders on priorities, timelines, and deliverables; facilitate meetings and track action items.
• Deliver strong client service, supporting retention, growth, and issue resolution, including escalations.
• Provide technical expertise and guidance on insurance, compliance (e.g., ERISA, COBRA, FMLA, 5500s, Healthcare Reform), and USI value propositions.
• Stay current on industry developments, regulatory changes, and emerging benefit trends.

Knowledge, Skills and Abilities:

●         5+ years of experience in employee benefits; self-funding knowledge preferred.

●         Bachelor’s degree preferred.

●         Strong understanding of benefits, compliance, and client service delivery.

●         Prior leadership experience preferred.

●         Active Life and Disability insurance license or ability to obtain within 4 months of hire.

●         Proficient with Microsoft Office and internet-based programs.

●         Exceptional communication, negotiation, and relationship-building skills.

●         Ability to thoughtfully review complex information, exercise advanced professional judgement, and develop strategic client-focused solutions.

●         Ability to prioritize multiple demands and manage deadlines in a fast-paced environment.

●         Ability to coach, mentor, and support team development.

Work Environment:

Work is conducted in an on-site or hybrid environment that is conducive to performing the essential functions of the job. The role routinely involves the use of standard office equipment, including computers, keyboards, printers, and video conferencing tools. The role requires attendance at in-person meetings, including those with team members and their clients.

Physical Requirements:

While performing the duties of this job, the employee is required to:

●         Sit for extended periods while working at a computer or attending virtual meetings.

●         Travel by car and/or air to off-site locations.

●         Operate office equipment and use repetitive hand motions, such as typing.

●         Communicate clearly via phone, video conferencing tools, email, and in person.

●         Ability to move for extended periods across various environments. Includes standing, walking, bending, kneeling, squatting and/or reaching.

●         Infrequently, lifting or carrying items that range from 10-50lbs may be required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.