Client Operations Manager

Important Note: - "LOCAL CANDIDATES RESIDING IN THE METRO ATLANTA ONLY" Manager, Client Operations Reports to: Head of Operations Job Summary The Client Operations Manager (COM) is a senior operational leadership role responsible for managing multiple Service Consultant teams supporting Ebix Risk Compliance Solutions (RCS). This position oversees end-to-end service delivery in a B2B and B2B2B environment, ensuring high-quality execution for both enterprise clients and their third-party vendors. The ideal candidate brings strong people management experience within complex service operations (e.g., insurance operations, claims processing, compliance services, or similar environments) and understands how to balance client expectations, regulatory requirements, and team performance. Focused on hands-on operational leadership to drive accountability, scalability, and service excellence across the teams. Lead and manage multiple Service Consultant teams supporting enterprise clients and their vendor populations Provide daily operational leadership to ensure service standards, SLAs, and client commitments are consistently met Serve as an escalation point for complex client, vendor, and operational issues, exercising sound judgment and accountability Drive workforce planning, staffing models, scheduling, and workload balancing across teams Partner closely with Operations Leadership, Sales, Technology, and Client Success to support client retention and growth Oversee operational workflows, ticket queues (e.g., Redmine or similar systems), and cross-team coordination Analyze operational metrics, trends, and KPIs to identify risks, capacity constraints, and opportunities for improvement Lead performance management, coaching, development planning, and corrective action for direct reports Foster a culture of ownership, professionalism, and continuous improvement Support onboarding, training, and mentoring of new hires and team members Participate in and lead operational initiatives, process improvements, and change management efforts Ensure compliance with company policies, procedures, and regulatory expectations Accountabilities & Performance Objectives Efficiently manage multiple service teams while maintaining quality, timeliness, and client satisfaction Ensure consistent execution across all clients, service teams, and vendor interactions Maintain appropriate staffing levels and schedule adherence to meet service demands Proactively identify operational risks and recommend solutions Build and sustain a high-performing, accountable team culture Demonstrate strong leadership presence and decision-making autonomy Qualifications & Experience Bachelor's degree in business, operations, or related field, or equivalent experience Significant people management experience in a service-driven, operational environment (insurance operations, claims, compliance services, or similar strongly preferred. Experience managing complex workflows supporting both clients and external stakeholders/vendors Insurance industry knowledge (certificate tracking, compliance, claims, or risk management) strongly preferred Proven ability to lead through change, manage competing priorities, and scale operations Strong analytical, organizational, and problem-solving skills Excellent written and verbal communication skills Comfortable working in a fast-paced, performance-driven environment Decision-Making Authority Authorized to make operational and people-management decisions within defined policies and procedures Escalates matters involving significant client risk, legal exposure, or cross-functional impact as appropriate Decision-Making Authority Experience leading service teams in regulated or compliance-driven environments Ability to manage B2B and B2B2B service models Strong operational judgment beyond traditional customer service supervision