Director, Technical Operations

Position Summary The Director, Technical Operations provides daily leadership and management to Eligibility, Enrollment, Print and Office Support team(s) in assigned location(s), in accordance with Company guidelines, client needs, and regulatory requirements. "Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description / Role." Key Duties and Responsibilities

• Provides daily leadership for Eligibility, Enrollment, Print and Office Support management teams in assigned location(s) consistent with Company values and mission.
• Develops and implements tactical plans to enhance operations and service delivery to improve client retention and profitability.
• Implements and monitors internal systems, policies, and procedures to ensure operations are in compliance with client needs, new developments, regulations, reporting requirements, and to maintain the highest professional customer service and technical standards.
• Optimizes workflows / processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.
• Provides management oversight ensuring appropriate quality and production service level agreements are consistently met.
• Develops staff through performance management, goal setting, training, and effective employee relations, and develops and manages plans to address underperformance.
• Monitors incoming and outgoing eligibility manual and electronic workflows to ensure consistent, accurate and timely service delivery expectations are met.
• Oversees Print operations and ID card management for inhouse print and card services.
• Direct Scanning and Office Support functions to operate with maximum efficiency.
• Partners with stakeholders remediate escalated participant issues, implement plan changes, and attend to other client needs, such as implementation of new clients.
• Maintains communications and effective working relationships with management and staff as well as clients, government agencies, unions, participants, attorneys, and consultants.
• Provides input into departmental budget and oversees expenses to ensure efficient operations within budget guidelines.
• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.
• Performs other duties as assigned. Minimum Qualifications
• Bachelor's degree in a business-related field.
• Ten years of management experience in customer centric operations in a third-party administrator or insurance environment.
• Working experience with operational functions related to eligibility, EDI, print, mail and office support.
• Experience with metrics and analysis, staffing models, and workforce management.
• Strong business acumen and a good understanding of business strategy in insurance or related industry.
• Ability to effectively assess the long-term and short-term implications of decisions on the organization.
• Accomplished change leader with proven ability to cross-team collaborate, and drive operational and cultural change.
• Proven ability to recruit, lead and motivate a team to balance staffing strength with profitability and growth.
• Experience successfully managing a remote workforce.
• Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.
• Exceptional critical thinking, analytical and problem resolution skills; ability to exercise independent, sound judgment.
• Ability to effectively manage staff remotely.
• Ability and willingness to travel as necessary.
• Computer proficiency including Microsoft Office tools and applications. Preferred Qualifications
• Understanding of Taft-Hartley environment.
• Bi-lingual.
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job.

Duties, responsibilities and activities may change at any time with or without notice. Working Conditions / Physical Effort

The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.

If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com , and we would be happy to assist you. Zenith American Solutions Real People.

Real Solutions.

National Reach.

Local Expertise. We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day. Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide.

The original entity of Zenith American has been in business since 1944.

Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011.

By combining resources, best practices and scale, the new organization is even stronger and better than before. We believe the best way to realize our better systems for better service philosophy is to hire the best employees.

We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect.

If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American! We realize the importance a comprehensive benefits program to our employees and their families.

As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!