Client Operations Manager

Client Operations Manager

Full Time
• Johns Creek, GA (USA)

The Client Operations Manager 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.

• 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
• 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

• High school graduate or GED required
• 5-10 years of experience in complex service operations (e.g., insurance operations, claims processing, compliance services)
• Bachelor’s degree in business, operations, or related field, or equivalent experience (preferred)
• Significant people management experience in a service-driven, operational environment (insurance operations, claims, compliance services)
• 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
• Authorized to make operational and people-management decisions within defined policies and procedures
• 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

Ebix Inc.
1 Ebix Way, Johns Creek, GA 30097
Tel:
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