Associate Director, Enhanced Services

The Associate Director, Enhanced Services is responsible for leading a high-performing team focused on Billing Reconciliation, Dependent Verification, and Tier 1 Support Services. This role ensures operational excellence, compliance, and a seamless client experience across all Enhanced Services. The Associate Director drives strategic initiatives, process improvements, and service optimizations while aligning department goals with the broader objectives of the COE. Additionally, this role serves as the primary liaison between internal stakeholders and external vendors (Tabulera & DependentsAudit), advocating for system enhancements and service improvements.

Key Responsibilities

• Provide strategic leadership and operational oversight to drive service excellence, client retention, process optimization, and regulatory compliance

• Set and execute department goals aligned with company objectives; maintain full accountability for performance, efficiency, and innovation

• Develop and mentor leaders, fostering professional growth, engagement, and retention through structured leadership practices (15Five, L10s, Rocks, IDS, quarterly conversations)

• Oversee capacity planning and workforce optimization to ensure balanced workloads and a high‑performing team

• Drive exceptional client experience and retention through coaching, feedback analysis, and continuous service improvement

• Serve as final escalation point for departmental issues, identifying trends and implementing preventative solutions

• Establish a culture of accountability across all client‑facing processes and service standards

• Lead technology, process optimization, and compliance initiatives, including onboarding, renewals, and ongoing administration

• Ensure accurate system configuration and data integrity across CRM, Trainual, and related platforms

• Maintain and update SOPs, best practices, and training materials to reflect evolving processes and regulatory requirements

• Align departmental initiatives with company growth objectives, driving revenue, operational efficiency, and service scalability

• Partner cross‑functionally with Sales, Marketing, Finance, and Leadership to support positioning, profitability, and resource planning

• Identify opportunities for service expansion and process efficiency to strengthen competitive advantage

• Implement KPI tracking, performance reporting, and continuous improvement initiatives using data‑driven insights

• Streamline workflows and lead automation efforts to enhance operational effectiveness

• Conduct audits, analyze trends, and execute improvement strategies

• Manage vendor and partner relationships, ensuring alignment, platform improvements, and issue resolution

• Advocate for technology enhancements that improve client experience and internal operations

Qualifications

• Bachelor’s degree in Business, Human Resources, Information Systems, or a related field preferred
• 5+ years of experience in benefits administration, HR technology, or a related field; leadership experience strongly preferred
• Subject matter expertise in Tabulera (Billing Reconciliation) and DependentsAudit (Dependent Verification) platforms
• Strong knowledge of benefits industry regulations and compliance with experience leveraging technology‑driven solutions
• Advanced proficiency in data management and analysis, including Excel (VLOOKUP, pivot tables, data validation)
• Demonstrated project management experience, including KPI tracking, process improvement, and multi‑initiative oversight
• Proven ability to build, lead, and scale high‑performing teams in a fast‑paced, evolving environment
• Exceptional written and verbal communication skills, with the ability to influence, collaborate, and build strong relationships
• Experience with CRM and project management tools (e.g., Zoho or similar) preferred

Ongoing Education & Professional Development

• Completion of all Tabulera, DependentsAudit, and internal training programs
• Active participation in internal leadership development and process improvement initiatives
• Ongoing pursuit of external training, certifications, or continuing education aligned with role and industry trends
• Commitment to staying informed on market developments, evolving best practices, and competitive insights

Core Competencies

• Leadership & Team Development – Coaches, mentors, and develops high‑performing teams while driving engagement, accountability, and results
• Strategic Thinking & Business Acumen – Aligns departmental initiatives with organizational goals to drive efficiency and revenue impact
• Client Service & Relationship Management – Delivers exceptional client experience through proactive engagement and issue resolution
• Technology & Data Management – Leverages Tabulera, DependentsAudit, Trainual, and CRM platforms to improve efficiency, automation, and compliance
• Collaboration & Communication – Partners cross‑functionally with internal teams, vendors, and stakeholders to ensure seamless service delivery
• Process Optimization & Analytical Thinking – Uses data and trend analysis to implement workflow improvements and best practices