Business Operations Team Lead (Dependent Verification Audit Services)

The Business Operations Team Lead (Dependent Verification Audit Services)  is responsible for the team’s execution of our dependent verification audit services. As a leader in a specialized service area, this position is accountable for service quality, consistency, and productivity across the team.

The ideal candidate is client-focused and determined to drive client delight while elevating their team to meet high performance standards.

The Role:

• Lead a team of up to 5 permanent analysts and specialists who implement and manage our service audits
  • Ensure team members are performing as expected by conducting regular 1:1s, reviewing work, processes, and other team member needs to ensure successful execution of assigned tasks
  • Lead daily stand-up meetings and weekly planning sessions with team members to communicate business initiatives and review deliverables
  • Review and analyze performance of client deliverables, reviewing risk areas with team members as needed 
• Manage up to 20 temporary resources responsible for processing documentation within service audit parameters
  • Ensure team members are performing as expected by reviewing productivity reports and quality metrics
  • Meet with team members regularly throughout their assignment to provide guidance and status of productivity and quality results
  • Ensure resources have the support needed to perform their function, including additional training, shadowing, or other support
• Plan and strategize services and workforce
  • Schedule all dependent verification audits
  • Track all dependent verification audits and timelines and have accurate and up to date information available at all times
  • Collect and assess data for creation and maintenance of staffing models
  • Analyze and predict task time and overall workload based on established data
  • Determine resource requirements by audit by client
  • Monitor near-term workload and assist with prioritization, risk mitigation, and work balancing
  • Review long-term workload to identify and mitigate possible capacity issues and recommend appropriate action
• Collaborate cross-functionally to support the business and our clients
  • Work with Engagement to secure resources to perform manual review of documentation required for services, which may include interviewing several candidates during a short period of time as needed
  • Ensure our Global partners have the information they need to secure resources to perform manual review of documentation required for services
  • Support our Business Operations Processing teams with training and quality needs
  • Work with Product to understand product updates affecting the service and ensure all impacted team members understand product updates in the pipeline and are prepared for them
  • Collaborate with other leaders and team members for roles that support audit services outside of the DV Audit team to ensure role expectations and accountability
  • Act as the internal escalation point for service delivery concerns
  • Partner with other department leadership to provide information, support, or expertise as needed and to obtain feedback and help identify gaps within the service
  • Support client-facing discussions

What You Need to Make the Cut:

• 3 - 5 years’ progressive experience working with brokers, carriers or clients in benefits administration 
• 2+ years’ experience with people leadership 
• Bachelor’s degree or equivalent business experience   
• Highly motivated, confident, energetic, self-starter with a positive attitude
• Excellent communication skills and the ability to apply these skills in either verbal or written form when interacting with various clients, company personnel, and team members 
• Strong analytical skills and experience with resource and capacity planning preferred
• Resourceful and creative problem solver
• Critical thinking and inference
• Excellent verbal and written communication and presentation skills and the ability to adapt skills as needed for the audience, clients, other internal teams, team members 
• Proficiency in the use of Microsoft Office products and proficient Microsoft Excel and Word knowledge
• Flexibility, resiliency, and ability to adapt to change and enjoy learning new technologies and methodologies

The pay range for this position is 44K to 78K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data). 

This role is eligible to participate in the annual bonus incentive plan.