What are the responsibilities and job description for the Associate Director, COBRA Administration, Retiree and Direct Billing position at Alera Group?

OVERVIEW

ebm is looking to hire an Associate Director of COBRA Administration, Retiree, and Direct Billing to join our team.

ebm provides employee benefits solutions for Open Enrollment and beyond. Our portfolio of industry-leading benefits technology platforms and administrative services streamlines the entire benefits administration process for benefit consultants and HR. We're proud to be recognized on the Inc. 5000 list as one of the fastest-growing private companies in America.

At ebm, everyone gives 110% - we live by our motto: Technology is only as good as the team that is behind it and our Core Values:

- All in
- Own it
- Nothing impossible
- Forward momentum
- No BS
- Positive vibes only

The Associate Director of COBRA Administration, Retiree, and Direct Billing is a player-coach role responsible for overseeing the daily operations of our COBRA, Retiree, and Direct Billing division. You will work closely with the Client Success teams to assist with tasks and projects essential to the day-to-day servicing of our clients while also driving strategic initiatives to enhance service delivery and operational efficiency.

RESPONSIBILITIES

Essential Functions

Describe the primary (6-10) job functions and approximate annualized percent of total time spent on each.

Responsibility	Percent of time
Leadership & Management Lead, manage, and develop cross-functional teams to execute operational plans and initiatives for our enhanced service offerings. Provide coaching, mentorship, and professional development opportunities to team members, fostering a culture of excellence and continuous improvement. Manage, motivate, coach, counsel, advocate and support a team of remotely located team members	40%
Process Improvement & Operational Excellence: Maintain, refine, and build upon established processes and SOPs (standard operating procedures), identifying and integrating process improvements for COBRA, Retiree, and Direct Billing offerings. Utilize data-driven approaches to streamline operations, improve efficiency, and enhance the client experience.	20%
Client Relationship Management: Handle client escalations and provide effective issue resolution, including performing root cause analysis and determining solutions to complex client issues. Ensure a high level of client satisfaction by managing relationships and expectations effectively.	15%
Implementation & Support: Oversee and actively participate in the implementation and support of clients for COBRA, Retiree, and Direct Billing services. Coordinate with internal and external stakeholders to ensure seamless onboarding and ongoing support for clients.	15%
Strategic Planning & Growth: Collaborate with senior leadership to develop and implement strategic initiatives that drive departmental growth and align with organizational goals. Identify opportunities for expanding service offerings and enhancing the value provided to clients.	10%

QUALIFICATIONS

Subject matter expert on the WEX Platform.
2 years of experience managing teams within a client service/support role.
Experience in the benefits administration industry.
Proficiency in Excel (VLOOKUP, pivot tables, basic functionality).
Exceptional interpersonal skills and a client-centered approach.
High degree of accuracy and attention to detail.
Strong project management experience, with practical experience managing and tracking KPIs (key performance indicators) and metrics.
Proficiency with CRM and project management software.
Ability to balance quality with speed, managing tight deadlines effectively.
Strong problem-solving skills, adaptability to change, and ability to deal with unexpected challenges.
Positive attitude and strong verbal and written communication skills.

BENEFITS

We offer comprehensive benefits to employees, including medical, dental, STD, LTD and life insurance, 401k, paid time off and much more.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

If you're a California resident, please read the California Consumer Privacy Act prior to applying.

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Associate Director, COBRA Administration, Retiree and Direct Billing

What are the responsibilities and job description for the Associate Director, COBRA Administration, Retiree and Direct Billing position at Alera Group?

Essential Functions

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