Note: The job is a remote job and is open to candidates in USA. NFP, an Aon company, is a leading organization in employee benefit solutions. The Director of Consumer Benefits Operations will oversee the operational performance and service delivery of consumer benefits programs, ensuring high-quality service and driving process improvements.
Responsibilities
- Lead and manage all aspects of consumer benefits operations, including claims processing, account management coordination, participant services, and renewals
- Directly oversee and manage workflow leads, operational staff, and support teams
- Establish clear priorities, workload distribution, and departmental accountability
- Drive daily operational performance and ensure service delivery standards are consistently met
- Serve as the primary escalation point for complex operational and client issues
- Ensure a consistent, high-quality client and participant experience across all service channels
- Partner with account management teams to support client retention, renewals, and service excellence
- Maintain visibility into service performance, identifying trends and proactively addressing issues
- Support resolution of client escalations with clear communication and strong follow-through
- Identify and implement process improvements to increase efficiency, reduce error rates, and enhance scalability
- Review and maintain standard operating procedures (SOPs), workflows, and documentation
- Introduce and reinforce operational best practices across the department
- Ensure consistent execution across teams through structured processes and accountability
- Collaborate with IT, implementation, finance, COBRA administration, and offshore teams to ensure aligned service delivery
- Help improve handoffs between implementation, operations, and ongoing administration
- Partner on system enhancements, reporting improvements, and workflow optimization
- Lead, coach, and develop team members, including workflow leads and operational staff
- Conduct performance management, including goal setting, feedback, and accountability
- Build a culture of ownership, responsiveness, and continuous improvement
- Ensure teams are appropriately trained, supported, and aligned to operational expectations
- Review/establish and monitor key operational metrics (e.g., turnaround times, backlog, service levels, error rates)
- Use reporting and data insights to drive decision-making and performance improvements
- Maintain clear visibility into departmental health and resource needs
- Ensure operational processes align with regulatory requirements and internal controls
- Identify areas of risk within workflows and implement practical mitigation strategies
- Partner with compliance leadership to address issues requiring interpretation or escalation
Skills
- 7+ years of experience in TPA administration, consumer benefits administration, or employee benefits operations
- 5+ years of experience in operational leadership or team management
- Strong working knowledge of: Flexible Spending Accounts (FSAs)
- Health Reimbursement Arrangements (HRAs)
- Claims administration and reimbursement operations
- Consumer-directed healthcare administration
- Demonstrated experience managing operational teams in a fast-paced environment
- Strong understanding of client account management and service delivery workflows
- Proven ability to coordinate cross-functional operational processes
- Strong analytical, organizational, and problem-solving skills
- Excellent communication and interpersonal skills
- Experience within a small to mid-size TPA environment
- Experience working with offshore operational support teams
- Familiarity with: EDI and eligibility file processing
- Benefits administration platforms (e.g., Alegeus/WealthCare or similar)
- Debit card administration
- Banking and reconciliation processes
- Operational reporting and dashboarding
- Experience with process improvement initiatives and workflow optimization
- CEBS or related industry certification
Benefits
- Bonus and/or incentive compensation opportunity
- Full benefits package, including medical, dental, vision, 401(k), and paid time off
- PTO & paid holidays
- 401(k) with match
- Exclusive discount programs
- Health & wellness programs
Company Overview