Director of Performance Excellence for Individual Marketplace

Director, Performance Excellence

The purpose of this role is to improve, change and transform existing Via Benefits Business service center operations. The Director, Performance Excellence will bring to life our vision to improve participant member experience by enabling business operations transformation, building benefit advisor and customer service capabilities, simplifying our service delivery model, and improving operational efficiency and work excellence.

Operations Management / Operational Effectiveness / Quality Monitoring

Optimize service delivery operations, structure, and resource strategy (seasonal vs. fulltime leverage ratios) to manage capacity, smooth out hiring peaks / valleys for phone-based agents and offline support groups. Plan, support and review the performance of the Enrollment and Flex / Service pods identifying development needs for individual colleague roles and teams. Partner with Strategic Operations to develop KPIs and performance standards by role and team that align with strategic vision. Work closely with Strategic Operations to embed operational excellence (frameworks, tools, practices, etc.) across the business to help improve service delivery, reduce cost and improve capability. Contribute to offboarding seasonal staff activities annually per employment terms and conditions on schedule to minimize company risks.

Training

Leverage frameworks and content from the WTW Talent Development and Engagement Center of Excellence (TD&E CoE) Function to develop learning and development charter to expand focus from solely preparing for AEP readiness to include broader career development of agents, customer service and line managers. Expand capability learning objectives to include skill sets that improve utilization, create transferable skills sets and colleague career path opportunities, that allow us to be more efficient with fewer headcount. Improve delivery model and efficiency of training administration and improve licensing success rates. Build line manager capabilities through curated core curriculum manager effectiveness trainings leveraging WTW TD&E CoE subject matter experts and centralized LMS offerings. Identify bespoke requirements not met by the enterprise and propose recommendations and seek approvals to address gaps.

Knowledge Management / Info Source

Assume line manager responsibility for 3 direct reports. Assess future state of these groups considering how can we leverage technology and people to optimize consistency, efficiency, and compliance of phone-based agents. Develop straw model for stakeholder consideration.

Performance Management

Implement performance expectations across all operations through annual goal setting, performance assessment and performance management e.g., consequence management for outcomes leveraging WTW pay for performance management construct and HR Cloud Career and Performance platform in partnership with HR Talent Advisory and Employee Relations CoE. Partners with operations leadership teams to create alignment on performance management strategies, ensuring consistency and effectiveness across a remote workforce and multiple teams. Collaborates with operations leadership to drive collective performance, aligning strategies and initiatives to enhance team outcomes and overall business success.

Note : Employment-based non-immigrant visa sponsorship and / or assistance is not offered for this specific job opportunity.

Qualifications

The Requirements What is important to us? A growth mindset as evidenced by the ability to support organizational design and implementation of continuous improvement of operational efficiency measures. Be a role model for championing change leadership and delivery execution. A strong communicator that can effectively gather, synthesize, and convey information via oral presentation and in writing. Demonstration of project management competency.

Experience and Competencies Experience in a call center or similar high transaction operations business preferred. Proven ability to anticipate, shape and influence continuous improvement solutions, transforming an operations business model with dispersed service centers. Stakeholder engagement to deliver operational excellence and business transformation. Operations and systems business acumen, ability to delegate and work through others to implement operational change and continuous improvement. Demonstration of learning agility and problem solving. Demonstration of solid program and project management skills to deliver results.

Company Benefits WTW provides a competitive benefit package which includes the following (eligibility requirements apply) : Health and Welfare Benefits : Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work / Life Resources (including Employee Assistance Program) Leave Benefits : Paid Holidays, Annual Paid Time Off (includes state / local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles) Retirement Benefits : Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans' eligibility requirements. Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records. EOE, including disability / vets