Manager - Client Operations & Support

Overview

Serve as the operational liaison between Zinnia's clients and internal functional teams, managing client inquiries, operational escalations, and service requests to ensure timely resolution and a high-quality client experience.

What you'll do

• Serve as the operational point of contact for client support requests outside standard processes.
• Manage escalations from intake through resolution, ensuring timely follow-up and closure.
• Monitor shared client mailboxes and ensure inquiries are routed and resolved appropriately.
• Handle cases requiring special handling and ensure compliance with operational guidelines.
• Collaborate with Operations, Technology, Finance, Licensing, and Shared Services teams to resolve client requests.
• Engage subject matter experts and functional leads to address complex inquiries.
• Ensure workflow items submitted through operational channels are resolved accurately and efficiently.
• Provide clients with operational metrics including volume trends, processing status, and performance insights.
• Support scorecard inquiries and operational reporting requests.
• Assist in resolving administrative invoice queries and access-related issues.
• Facilitate clear and professional communication with clients regarding request status and resolutions.
• Support recurring operational meetings by preparing data, insights, and action updates.
• Assist in preparation of operational presentations and business review materials.
• Actively participate in client monthly/quarterly reviews, representing Zinnia's performance, operational metrics and service delivery outcomes.
• Ensure commitments and service priorities are tracked and fulfilled.
• Identify recurring issues and recommend process improvements.
• Support operational best practices to improve efficiency and client satisfaction.
• Maintain documentation of procedures, resolutions, and operational guidelines.

What you'll need

• Bachelor's degree (minimum).
• 10+ years of total work experience.
• 6+ years in business operations, client support, financial services, or insurance operations.
• Proven ability to manage client requests and escalations in a fast-paced environment.
• Strong facilitation, problem-solving, and coordination skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities with accuracy and efficiency.
• Strong stakeholder management and collaboration skills.

Nice to have

• Experience in life insurance, annuity administration, or financial services operations.
• Exposure to client service delivery or global delivery models.
• Knowledge of process improvement methodologies (Lean, Six Sigma).
• Experience with operational reporting and data analysis.
• Advanced proficiency in Microsoft Office tools.

Details

• Will work closely with US-based client relationship leaders and operational teams.
• Requires complete overlapping work hours with US time zones as needed.
• Participation in client calls and leading regular operational reviews.