Benefit Operations Manager

The Role

We are looking to make a new manager-level hire in our Benefit Operations team, with this person set to take on a leading role in this growing team within Kota.

Benefit Operations (BenOps) is the largest operational team within our business, ensuring that we can deliver benefits across the Kota platform. The individuals in BenOps interact with providers, partners, and customers, to ensure that we provide a superior customer experience while remaining fully compliant.

This individual should be a generalist and an excellent problem solver, enjoying the ambiguity that is inherent in startup life. The role represents an opportunity to build, supported by experienced founders and a stellar executive team, leading to senior leadership exposure and accelerated learning.

This role is a fixed-term contract, with an initial length of 12 months. The candidate should be based in Dublin or London and will report to the COO.

What You'll Do

• Oversee new business administration. Set up new employer schemes, facilitate application processing between employers, employees and insurance providers, while also updating our CRM and internal systems
• Drive process optimisation and automation. Map existing workflows and identify opportunities for improvement, collaborating with product and engineering teams to implement these
• Support scheme renewals. Work closely with employers and insurance providers, plus partner with customer success teams to refine processes and improve the customer experience
• Own policy event administration. Process policy changes including joiners, leavers, dependents, cancellations and amendments; coordinate across internal teams and providers
• Manage customer interaction as part of support function. Act as the first line of investigation for benefit and policy-related queries, owning issue resolution. Liaise with insurers and providers on escalations, tracking any recurring issues and maintaining high quality documentation.
• Drive strategic projects and lead initiatives. Identify and lead business-critical projects that will accelerate improvement within BenOps, working with automation specialists, where needed

What We're Looking For

• 5+ years of experience in operations, insurance, funds, or benefit administration
• Strong attention to detail. You can manage multiple workstreams and dive into complexity
• Clear written communication skills. You thrive when working with different stakeholders
• Comfort working in fast-paced environments. You are comfortable with ambiguity and evolving processes
• Bias for action. You prefer to drive things to completion and achieve results
• Customer-first mindset. Our customers are at the heart of what we do and everything we build contributes to industry-leading outcomes for them