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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)