Director - Operations - AXA Advisors - Jersey City

Job Purpose
The Director Head of Operations will be a critical member of the Ops & Technology management team and will report directly to the Head of EB Ops & Technology

Must have experience in the Employee Benefits market, preferably some experience outside a carrier
Will drive the creation of the operations organization, identifying key members needed, defining job requirements, interviewing and hiring the best resource, training and managing the team

Will be responsible (with other EB team members) to identify, create and develop good business requirements for our open architecture platform, in particular the functions and processes needed to handle Medical plans from other carriers and non-AXA ancillary products
Will insure that the needs of both our internal sales team and our external brokers and partners are met with the our technology platform and service model and in particular the ability to use our platform for other carrier business
Will be the main point of contact at AXA for EB operations, including procedures, processes, service and SLAs for the end to end platform
Will proactively manage the operations team (both internal and external), communicating frequently, handling issues, scheduling visits, reviewing stats and facilitating discussions on ways to improve our service

Will be responsible for creating best practices when dealing with our clients and communicating those practices to the wider EB team and vendors
Will work collaboratively with management of the other AXA areas to insure consistency with processes, communications and reporting. In particular, will align with the Account Management team and the TPA Management team.
Will develop KPIs and metrics to communicate the progress of operations to management, will strive to improve performance and surpass KPIs.
Will establish a method to get the VOC and use that information to constantly improve our service

Preferred

Must have strong communication, influencing and negotiation skills
Must be a leader, creating relationships based on trust, respect and confidence with the wider EB leadership team and the operations team members
Must possess knowledge of and experience in operations and operations management with an understanding of IT and system

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