Manager, US P&C Operations

Position Overview

Essential Duties and Functions

People Leadership & Operational Management

• Lead, coach, and develop US P&C Operations team, including setting objectives, tracking performance, and supporting day-to-day execution.
• Support shared services transformation, including identification, hiring, onboarding, and development of team members as operational needs evolve.
• Serve as an escalation point for complex employee and stakeholder issues, ensuring service levels and operational metrics meet or exceed expectations.
• Execute an excellent associate service delivery experience aligned with enterprise strategy, culture, and values.

Process Excellence, Automation & AI Enablement

• Document, map, and maintain end-to-end P&C operational processes using standard methodologies and tools.
• Identify opportunities to simplify, standardize, automate, and optimize workflows through technology, automation, and AI.
• Support the reimagining of P&C operational processes to enable scalability, efficiency, compliance, and improved employee experience.
• Act as a change agent to drive innovation, continuous improvement, and adoption of new ways of working across P&C Operations.
• Contribute to Zelis' broader AI transformation by applying AI-first thinking to P&C programs, service delivery models, and operational workflows.
• Stay informed on emerging HR technologies, automation, and AI capabilities, and apply relevant insights to local and global initiatives.

Operational Performance, KPIs & Service Levels

• Define, analyze, monitor, and manage key operational KPIs, service levels, and performance metrics to ensure consistent, high-quality P&C service delivery.
• Use data and insights to identify trends, risks, and improvement opportunities, and drive targeted actions to improve efficiency, quality, and employee experience.
• Ensure operational metrics are reviewed regularly, performance gaps are addressed proactively, and results are communicated clearly to stakeholders.
• Leverage KPI and service-level insights to inform process redesign, automation initiatives, and AI-enabled improvements.

Global Operations Partnership

• Partner closely with the Global Operations team in Hyderabad, India to enable seamless Tier 1 and Tier 2 service delivery.
• Support alignment of processes, service standards, and performance expectations across US and Global Operations teams.
• Collaborate on work transitions, capacity planning, knowledge transfer, and continuous improvement initiatives to support scalability and consistency.
• Strengthen global ways of working through clear governance, communication, and shared accountability for outcomes.

Cross-Functional Collaboration & Governance

• Review, update, and implement standard operating procedures with appropriate communication and governance.
• Analyze process breakdowns, identify root causes, and ensure lessons learned are incorporated into improved designs.
• Partner with P&C Technology, Operations, and COEs to support testing, implementation, stabilization, and adoption of new tools, features, and solutions.
• Support work and scope transitions to and from Operations, partnering with COEs and Global Operations to enable centralization and scale.

Experience, Qualifications, Knowledge, and Skills

• Bachelor's degree in Human Resources, Business Administration, or a related field, and 8+ years of relevant P&C experience or equivalent work experience.
• Strong understanding of P&C / HR processes across the employee lifecycle and demonstrated experience with process documentation, process mapping, workflow design, and continuous improvement.
• Proven people leadership experience, including coaching, performance management, and team development.
• Demonstrated ability to define, analyze, and monitor KPIs, SLAs, and operational performance metrics. Experience using data to drive operational decisions, continuous improvement, and service delivery outcomes.
• Experience partnering with global or offshore operations teams to deliver shared services or operational support at scale.
• Strong technical aptitude with the ability to understand, leverage, and advocate for automation and AI-enabled solutions.
• Experience with automation tools, workflow technologies, or AI functionality within HR systems.
• Experience supporting operational transformation, shared services, or global delivery models.
• Strong relationship-building, consultative, and influencing skills, with the ability to communicate effectively across levels and functions.
• High level of comfort with HR systems and digital tools (e.g., Workday, ticketing systems, reporting and analytics tools).
• Strong analytical, problem-solving, and decision-making skills, with the ability to manage multiple priorities and deadlines.

Base Salary Range

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.