Director, Strategy & Planning- TAM Operations

Director, Claims Strategic Planning

Location: Virtual

Reporting to the VP of Disability Claims, this role will be responsible for enabling customer delivery to ensure we are more efficient and are more proactively addressing our customer inquiries and issues. The role will be responsible for executing and driving transformational programs to deliver on all claims’ goals & objectives. This individual will manage and execute against strategic initiatives to improve customer sentiment and service delivery. In addition, this position will conduct organizational reviews to identify strengths, weaknesses, and opportunities and evaluate operations effectiveness.

Strategy Execution:

• Assists in defining and continuously refresh service strategy, leveraging external market trends and metrics to support strategic direction
• Implement STD/AMS service strategic business efforts and transformation to develop and execute well-informed strategic plans
• Drive business process and technology requirements to effectively execute on strategies including providing comprehensive business, operational, and project support
• Lead and support adoption of new claim model efforts across STD/Absence operations
• Identify strengths, weaknesses, and opportunities for improvement within the operation
• Identify and interpret customer data, internal metrics, industry trend data, and partner feedback to deliver insights and leverage the information to produce recommendations and incorporate into ongoing operational enhancements

Operational Leadership:

• Define business case for all team initiatives to improve service delivery and successful progress against those plans including a solid change management process and adoption rate
• Support team through implementation of practices which result in the organization consistently meeting and/or exceeding its customer and performance metrics
• Collaborate with partners across departments and the Enterprise to meet and exceed all objectives

Communications:

• Leveraging the identified opportunities partner with the Disability Solutions Train to drive automation and efficiencies reducing errors and increasing productivity
• Drive communication across and into organization regarding process improvements, capabilities enhancements, etc.
• Coordinate and lead myVoice initiatives on behalf of the department
• Facilitation and planning of agenda of staff meetings: Lead and participate in STD/Absence Team Meetings including, but not limited to, Town Halls, On-site/Off-site meetings, meetings with direct reports, meetings with GSO senior leadership teams.

Qualifications:

• 7-10 years of experience, preferably a mix of management consulting, financial services and/or technology, customer service, marketing or operations
• Proven success in planning, governance, and execution in positions of similar scope and complexity
• Strong communication skills (verbal, written and presentation)
• Proven track record of building collaborative partnerships and alliances at all levels while holding people accountable; ability to operate effectively in a global and highly matrixed environment
• Strong Executive leadership skills. Collaborative partner able to influence and drive accountability across organizational, geographic and domain boundaries for alignment, approvals, decision-making and governance. Experience leading large, matrix managed initiatives
• Ability to work in a fast-paced environment and adapt to changing priorities
• Prior experience managing or coordinating complex projects, including the ability to create and execute project plans.
• Attention to detail and strong organizational skills
• Moderate knowledge of business operations, planning, budgeting, re-engineering, and performance measures is a plus.
• Strong knowledge of company and department operations and leave based programs preferred