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.
