Business Services Director (Org Wide)

About the role

Under general supervision of the Chief Financial Officer (CFO), the Business Services Director provides leadership and guidance to ensure that conservative fiscal strategies and data‑driven solutions result in positive financial outcomes. This division includes oversight of the Enrollment Services, Claims and Finance, and Accounting departments. The Business Services Director is responsible for maintaining data integrity while collaborating with cross‑functional teams to define data quality metrics and address data‑related challenges and improvements in alignment with Lakeland Care, Inc.’s (LCI) initiatives.

Responsibilities

• Set clearly defined goals and overall objectives for the Division/Departments in line with LCI priorities and hold oneself accountable for personal contributions and overall performance.
• Ensure staff accountability to performance standards by recognizing high performers and addressing underperformance.
• Make or support difficult or unpopular decisions when they are in the best interest of LCI.
• Implement new practices, guidelines, and procedures mandated by regulatory agencies or identified as necessary.
• Gather and evaluate information to make sound decisions that promote LCI’s strategic goals, align with values, and comply with regulations.
• Demonstrate appropriate emotional responses, remain steady under pressure, and handle conflict constructively.
• Prioritize high workloads, produce results through timely decision‑making, and strategically implement and evaluate programs and policies.
• Adopt a “management by fact” mentality, considering all facts, data, impact, and value when solving problems.
• Create partnerships that build trust and accomplish shared goals through collaboration and teamwork.
• Develop and maintain external relationships with key stakeholders and customers.
• Motivate, encourage, and empower staff to foster a collaborative approach across the Division, Departments, and LCI.
• Lead by modeling personal awareness, accountability, and emotional intelligence.
• Build interconnectedness and transparent communications to achieve organizational success.
• Promote a culture of growth by providing feedback and ensuring compliance with LCI practices, regulations, and policies.
• Embrace change, set goals aligned with LCI’s mission, vision, and values, and adjust initiatives as needed.
• Design and lead teams in developing, implementing, and executing objectives that support strategic direction, establishing performance measures.
• Foster an open climate that encourages creativity, innovation, and acceptance.
• Set the agenda for change and forecast its impact on the Division, Departments, and LCI.
• Drive efficiency and business improvement while maintaining division effectiveness, quality, and morale during organizational change.
• Incorporate industry best practices and trends into organization‑wide policies and procedures.
• Act as a role model, inspiring, enabling, and empowering staff through kindness, positivity, vision, confidence, challenges, and recognition.
• Help others become their best selves by fostering strengths, setting expectations, coaching, and facilitating constructive dialogue.
• Empower individuals and groups to set their own goals consistent with business strategy while inspiring cross‑functional collaboration.
• Recognize staff potential and guide development through training recommendations and individual development plans.
• Share information regularly and consistently in an inclusive, respectful manner.
• Create an environment that fosters open communication across organizational boundaries and turn sensitive situations into opportunities.
• Apply utmost discretion and judgment when handling highly sensitive issues, complying with regulations, rules, and LCI policies.
• Keep the Executive Team informed of key operational issues, risks, and opportunities.
• Communicate recommendations based on both qualitative and quantitative data.

Requirements

• Bachelor’s degree in Finance, Accounting, Business Administration or related field, or equivalent combination of education and experience.
• Minimum of seven (7) years of related work experience, including data analysis, budgeting, finance, strategic planning, change leadership, and continuous improvement.
• Five (5) years of supervisory experience, with at least two (2) years supervising leaders.
• Certified Public Accountant (CPA) preferred.
• Knowledge of GAAP and GAAS.
• Familiarity with actuarial concepts a plus.
• Intermediate proficiency in Microsoft Word, Excel, and PowerPoint.
• Exposure to modern Business Intelligence techniques and engineering desired.
• Ability to identify, define, analyze, and interpret complex data and draw valid conclusions.
• Experience creating and communicating data reports/analysis to senior leadership and explaining complex analytical concepts.
• Strong customer service skills and ability to respond effectively to sensitive inquiries and meet aggressive deadlines.
• Excellent written and verbal communication skills with diverse audiences.
• Current driver’s license, acceptable driving record, and proof of adequate insurance.

Preferred Experience

• Prior experience with Family Care, long‑term managed care for the elderly and individuals with disabilities, health care, and/or human services.

Organization Overview

Lakeland Care is a Wisconsin‑based non‑profit organization focused on creating a world we all want to live in. With long‑standing roots as a managed care organization (MCO), we provide long‑term care services to eligible elders and individuals with physical, intellectual, or