Customer Operations Senior Manager

Overview:

The Customer Operations Senior Manager, Branch Offices leads managers, supervisors, and customer support teams serving large, complex clients across the Richmond, Madison, and Austin Branch Offices. This leader is accountable for branch performance, people leadership, service delivery, and contractual commitments.

Working through branch leaders and across Employer Benefits Solution (EBS) Group and Operations, the Senior Manager ensures high levels of service, efficiently aligns resources, and improves client experience. The role makes decisions within delegated authority and recommends material staffing, investment, and operating-model changes to the Director while building a consistent, sustainable service model.

Responsibilities include but are not limited to:

• Lead branch operations and deliver accurate, timely service against client commitments, performance guarantees, and service levels
• Set branch priorities and drive improvements that strengthen service, consistency, scalability, and customer experience
• Partner with clients, Account Executives, EBS leaders, and Operations teams to resolve issues, coordinate commitments, and support growth
• Leverage shared Operations capabilities while maintaining client-specific requirements
• Coach and develop branch leaders, strengthen succession readiness, and foster an inclusive, client-focused culture
• Lead change with clear governance, stakeholder alignment, risk management, and sustained adoption
• Establish and manage budgets; align staffing, coverage, and expenses with workload and service commitments; and recommend capacity and investment needs
• Occasional travel, as appropriate

Qualifications:

• Leadership experience in complex, multi-team customer operations
• Demonstrated ability to develop leaders, manage performance, and build succession readiness
• Experience managing client commitments, service performance, and operational risk
• Strategic, continuous-improvement mindset with experience leading sustainable change
• Strong judgment, analytical skills, communication, and stakeholder influence

Preferred Qualifications:

• Experience in employer benefits, group insurance, or comparable complex service operations; multi-site leadership; dedicated client-service models; and shared Operations capabilities such as Quality, Training, Workforce Management, Knowledge Management, Reporting, or Process Excellence.
• Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you’re in a commutable distance (90 minutes), you’ll join us 3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.
• Preferred Skills: Adaptability, Change Management, Coaching, Communication, Decision Making, Effective Delegation, Relationship Building, Strategic Execution, Strategic Influence, Strategic Planning
• The estimated base pay range for this job is: $116,000.00 - $219,400.00
• Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.
• Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job – it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:
• Paid time off: We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
• Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
• Holidays: Securian provides nine company paid holidays.
• Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.
• Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.
• Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.
• Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:
• Environmental Health & Sustainability
• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Servicemember Associate Resource Group
• For more information regarding Securian’s benefits, please review our Benefits page .
• This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.
• Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).
• Securian Financial is a drug-free workplace.
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