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Director of Operations, COBRA Administration and Billing
2 months ago
About the Role:
The Associate Director of COBRA Administration, Retiree, and Direct Billing is a key leadership position responsible for overseeing the daily operations of our COBRA, Retiree, and Direct Billing division. This player-coach role will work closely with the Client Success teams to assist with tasks and projects essential to the day-to-day servicing of our clients while also driving strategic initiatives to enhance service delivery and operational efficiency.
Key Responsibilities:
- Leadership & Management: Lead, manage, and develop cross-functional teams to execute operational plans and initiatives for our enhanced service offerings. Provide coaching, mentorship, and professional development opportunities to team members, fostering a culture of excellence and continuous improvement.
- Process Improvement & Operational Excellence: Maintain, refine, and build upon established processes and SOPs (standard operating procedures), identifying and integrating process improvements for COBRA, Retiree, and Direct Billing offerings. Utilize data-driven approaches to streamline operations, improve efficiency, and enhance the client experience.
- Client Relationship Management: Handle client escalations and provide effective issue resolution, including performing root cause analysis and determining solutions to complex client issues. Ensure a high level of client satisfaction by managing relationships and expectations effectively.
- Implementation & Support: Oversee and actively participate in the implementation and support of clients for COBRA, Retiree, and Direct Billing services. Coordinate with internal and external stakeholders to ensure seamless onboarding and ongoing support for clients.
- Strategic Planning & Growth: Collaborate with senior leadership to develop and implement strategic initiatives that drive departmental growth and align with organizational goals. Identify opportunities for expanding service offerings and enhancing the value provided to clients.
Requirements:
- Subject matter expert on the WEX Platform.
- 2+ years of experience managing teams within a client service/support role.
- Experience in the benefits administration industry.
- Proficiency in Excel (VLOOKUP, pivot tables, basic functionality).
- Exceptional interpersonal skills and a client-centered approach.
- High degree of accuracy and attention to detail.
- Strong project management experience, with practical experience managing and tracking KPIs (key performance indicators) and metrics.
- Proficiency with CRM and project management software.
- Ability to balance quality with speed, managing tight deadlines effectively.
- Strong problem-solving skills, adaptability to change, and ability to deal with unexpected challenges.
- Positive attitude and strong verbal and written communication skills.
