Client Operations Manager

Job SummaryThe 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.Key Responsibilities (typical tasks and assignments include but not limited to the following):Lead and manage multiple Service Consultant teams supporting enterprise clients and their vendor populationsProvide daily operational leadership to ensure service standards, SLAs, and client commitments are consistently metServe as an escalation point for complex client, vendor, and operational issues, exercising sound judgment and accountabilityDrive workforce planning, staffing models, scheduling, and workload balancing across teamsPartner closely with Operations Leadership, Sales, Technology, and Client Success to support client retention and growthOversee operational workflows, ticket queues (e.g., Redmine or similar systems), and cross-team coordinationAnalyze operational metrics, trends, and KPIs to identify risks, capacity constraints, and opportunities for improvementLead performance management, coaching, development planning, and corrective action for direct reportsFoster a culture of ownership, professionalism, and continuous improvementSupport onboarding, training, and mentoring of new hires and team membersParticipate in and lead operational initiatives, process improvements, and change management effortsEnsure compliance with company policies, procedures, and regulatory expectationsAuthorized to make operational and people-management decisions within defined policies and proceduresEscalates matters involving significant client risk, legal exposure, or cross-functional impact as appropriateAccountabilities & Performance ObjectivesEfficiently manage multiple service teams while maintaining quality, timeliness, and client satisfactionEnsure consistent execution across all clients, service teams, and vendor interactionsMaintain appropriate staffing levels and schedule adherence to meet service demandsProactively identify operational risks and recommend solutionsBuild and sustain a high-performing, accountable team cultureDemonstrate strong leadership presence and decision-making autonomyQualifications & ExperienceBachelor’s degree in business, operations, or related field, or equivalent experienceSignificant 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/vendorsInsurance industry knowledge (certificate tracking, compliance, claims, or risk management) strongly preferredProven ability to lead through change, manage competing priorities, and scale operationsStrong analytical, organizational, and problem-solving skillsExcellent written and verbal communication skillsComfortable working in a fast-paced, performance-driven environmentExperience leading service teams in regulated or compliance-driven environmentsAbility to manage B2B and B2B2B service modelsStrong operational judgment beyond traditional customer service supervisionSEND RESUMES TO: gwendolyne.olvera@ebix.com