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About the Role

As the Regional Operations Leader for New York and Northeast Regions in Health & Benefits North America (H&BNA), you will execute operational priorities to support strategic and profitable growth. This includes enhancing client service, driving process improvements and change initiatives, supporting technology adoption, and managing business-as-usual responsibilities for 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.
Operationalize the target operating model to ensure consistent client workflow processes, demand planning, and business operations execution.
Drive engagement between onshore and offshore teams for effective integration.
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 in a timely manner.
Conduct lessons learned on escalations and use outputs to inform process improvement.
Execute continuous improvement projects to enhance service delivery and margins through digitization, process standardization, automation, right shoring, and new ways of working.
Support the adoption of strategic technology tools within the Regions.
Support or lead the execution and change management for activities impacting the Regions.
Lead other operations projects as directed by the H&B NA Operations Leader or Region Leaders.
Work with finance, risk, and compliance functions to deliver a robust operating environment.
Ensure all regulatory requirements are met within the Region(s).
Ensure H&B NA leadership has the necessary information and controls for secure business operations.
Drive adoption of appropriate H&B Excellence processes and act as an Excellence champion.
Manage, motivate, and develop the skills, competencies, and knowledge of onshore and offshore team members.
Oversee and manage objective setting, development plans, and performance reviews.
Foster an inclusive work environment.

Requirements

Experience executing operational priorities to support strategic and profitable growth.
Experience supporting the delivery of outstanding client service.
Experience driving process improvement and change initiatives.
Experience supporting the adoption of technology.
Experience managing business-as-usual responsibilities for risk, compliance, and governance.
Experience working with finance, risk, and compliance functions.
Experience managing, motivating, and developing team members.
Experience overseeing objective setting, development plans, and performance reviews.
Experience fostering an inclusive work environment.

Skills

Client service
Process improvement
Change management
Technology adoption
Risk management
Compliance management
Governance
Operations strategy
Demand planning
Workflow process optimization
Team leadership
Continuous improvement
Digitization
Process standardization
Automation
Right shoring
Change management
Regulatory compliance

Location

New York
Northeast Regions

Work Type

Full-time

Experience Level

Leader
Management

About the Company

Health & Benefits North America (H&BNA)