Regional Operations Leader, New York and Northeast Regions

About the role

As the Regional Operations Leader for New York and Northeast Regions in Health & Benefits North America (H&BNA), you are responsible for executing operational priorities which support the strategic and profitable growth objectives for the business. This includes supporting the delivery of outstanding client service, driving process improvement and change initiatives, supporting the adoption of technology, and driving business-as-usual responsibilities around risk, compliance, and governance. The role reports to the Head of Business Operations H&B NA with matrix reporting to regional leaders.

Responsibilities

• Implement operations strategy under the direction of the Head of Business Operations to support business objectives around client service, client segmentation, data and technology use, and innovative solutions.
• Work on strategic and tactical projects as needed.
• Operationalize the target operating model to enable consistent client workflow processes, demand planning, and execution of business operations.
• Drive engagement between onshore and offshore teams to ensure effective integration of offshore colleagues into client teams.
• Provide direction on process reviews to validate current process maps and standard operating procedures.
• Support end-to-end reviews to optimize and continuously improve client service.
• Ensure service escalations are managed effectively and timely, conducting lessons learned to inform process improvements.
• Execute continuous improvement projects to enhance service delivery and margins via digitization, process standardization, automation, right-shoring, and new ways of working.
• Support the adoption of strategic technology tools within the Regions.
• Lead or support execution and change management activities impacting the Regions.
• Work with finance, risk, and compliance functions to deliver a robust operating environment, ensuring regulatory requirements are met and leadership has necessary information and controls.
• Drive adoption of appropriate H&B Excellence processes and act as an Excellence champion.
• Manage, motivate, and develop the skills and competencies of onshore and offshore team members, including objective setting, development plans, performance reviews, and fostering an inclusive work environment.

Requirements

• Significant and detailed knowledge of employee benefits and/or health & welfare.
• Operational or complex project management experience.
• Experience managing multiple projects as part of a virtual team.
• Experience with projects requiring significant change management efforts.
• Demonstrable ability to define processes and related support systems.
• Proven ability to diagnose issues and propose solutions.
• Ability to influence and collaborate with senior stakeholders and work across all levels of an organization.
• Experience working with risk management and quality management frameworks and dealing with compliance issues.
• Exceptional attention to detail.
• Excellent leadership, interpersonal, and communication skills.
• Strong business acumen, strategic planning, and organizational skills.
• Comfortable with change and uncertainty, able to work and lead through ambiguity.

Pay

The base salary compensation range for this role is $150,000-$205,000 USD per year. This role is also eligible for an annual short-term incentive bonus.

Benefits

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off.
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.