The Company
This organization is the largest and fastest growing independent TPAs (third-party administrators) in the United States, best known for their core focus of benefits administration within the Taft-Hartley market. With 42 regional office locations supporting more than 300 clients, representing over 700 funds and 2MM participants, they operate in a class of their own, delivering world-class resources, technology, services, and support to an array of client organizations from coast to coast.
Since 1944, this organization has demonstrated unparalleled commitment to the organizations they serve and to the ongoing development of their already rich value proposition. Leaders of this organization focus on relationships, take risks thoughtfully, exhibit ethical behavior, value performance and accountability, and strive to win, but not at all costs.
The Position
Reporting to the Chief Operating Officer, the Senior Director, Client Services & Operations is responsible for the strategic leadership, operational performance, and client satisfaction of the organization’s Taft-Hartley administration business. This senior leader will oversee day-to-day operations across client services, eligibility, claims administration, call center, contributions, compliance, and operational support functions while ensuring exceptional service delivery to multiemployer benefit fund clients, trustees, unions, employers, and plan participants.
The Senior Director will partner closely with executive leadership and Boards of Trustees to drive operational excellence, regulatory compliance, client retention, growth initiatives, and continuous process improvement. This role requires deep expertise in Taft-Hartley benefit administration, labor-management environments, and complex health and pension operations.
Additional responsibilities include, but are not limited to, the following:
- Providing executive oversight of all client service and operational functions supporting Taft-Hartley health, welfare, pension, annuity, vacation, apprenticeship, and related benefit plans
- Leading and developing operational strategies to improve service delivery, efficiency, scalability, and financial performance
- Establishing operational goals, key performance indicators (KPIs), and service standards across all departments
- Ensuring accurate and timely administration of eligibility, contributions, claims, retiree billing, COBRA, pension processing, and participant services
- Driving process improvement initiatives, workflow automation, and operational modernization efforts
- Oversight of operational readiness for new client implementations, transitions, and system conversions
- Serving as executive relationship lead for key Taft-Hartley clients and Boards of Trustees
- Attending trustee meetings and providing operational reporting, strategic recommendations, and issue resolution support
- Fostering strong labor-management relationships with union leadership, contributing employers, consultants, and legal counsel
- Ensuring high levels of client satisfaction, retention, and responsiveness
- Partnering with sales and business development teams on finalist presentations, renewals, and expansion opportunities
- Ensuring compliance with all applicable federal and state regulations, including ERISA, HIPAA, COBRA, ACA, DOL, CMS, and multiemployer plan requirements
- Partnering with legal, compliance, and audit teams to mitigate operational and fiduciary risk
- Oversight of internal controls, quality assurance, audit readiness, and data security protocols Support regulatory reporting, plan audits, and corrective action initiatives as needed
- Leading, mentoring, and developing a high-performing operations and client services leadership team
- Promoting a culture of accountability, collaboration, continuous improvement, and service excellence
- Supporting succession planning, workforce development, and organizational scalability
- Aligning departmental structure and staffing with organizational objectives and client growth
- Working with Corporate Finance to assist in developing and managing departmental budgets and operational financial performance
- Identifying opportunities for operational efficiencies and cost management
- Collaborating with executive leadership on strategic planning, acquisitions, integrations, and growth initiatives
- Supporting development of pricing models, operational forecasting, and client profitability analysis
- Coordinating with sales and marketing team for new business development and implementation of regional business strategy, planning, and goal setting
- Planning and executing strategy to expand client relationships to build a book of business and meet profitability goals
- Recommending and obtaining client fee increases and prepares contracts and amendments
- Resolving customer/client service issues and oversees successful implementation of new clients and expansion of existing clients
- Overseeing all aspects of operations for assigned location, providing direction of corporate strategy, compliance, and quality assurance
- Managing daily operations to ensure client needs and expectations are consistently met; proactively addresses issues, concerns, or additional operational needs
- Mentoring and coaching management staff, demonstrating leadership qualities consistent with Company values and mission. Developing staff through performance management, goal setting, training, and effective employee relations to ensure superior service is consistently provided.
- Implementing and monitoring internal systems, policies, and procedures to ensure efficient and effective operations. Overseeing quality and quantity of work produced to ensure compliance with regulatory requirements and Plan guidelines are consistently met.
- Overseeing the management of expenses and labor allocations for assigned location to ensure operations remain within budget parameters; determines and implements appropriate course correction when needed.
- Working collaboratively with corporate compliance to monitor government filings and current government regulations that may affect the operations of the Company or client
- Communicating corporate initiatives and the benefits of such to employees, Funds, and Service Providers
- Partnering with all existing and new vendors to meet service levels
- Complying with all ERISA, national and local regulations
- Creating plans for achieving goals
- Performing other duties as assigned
The Successful Candidate
The Senior Director of Client Services and Operations demonstrates the knowledge, skills, and ability to leverage company resources to deliver best-in-class service, within boundaries of the mission, vision, and core values of the company. These competencies include, but are not limited to:
- Bachelor’s degree in business, organizational management, or related field
- CEBS designation preferred
- Twelve years of experience in client relationship management
- Five years of experience working in a leadership role in Operations, including three years working in a third-party administrator or group plan benefit environment
- Experience managing major accounts representing substantial portions of total company revenue
- Collaborative team player with the confidence and integrity to earn client and internal team trust and partnership
- Exceptional written and verbal communications skills, able to communicate effectively with people at all levels of the organization
- Strong decision making and organizational skills, with the ability to optimize use of all available resources and deliver on multiple priorities
- Highly developed sense of professionalism, maturity, integrity, and commitment to customer satisfaction
- Thorough knowledge of health and welfare group benefit plans and associated administration systems
- Thorough understanding of compliance and regulatory procedures related to the administration and processing of health and welfare benefits and pension
- Aptitude for strategic thinking and experience executing process improvement measures
- Strong knowledge of provisions and implications of Taft-Hartley plans
- In-depth understanding of Labor Unions and possession of the knowledge and experience necessary to effectively navigate these complex business landscapes
- In depth understanding of benefits operations and processes, including full cycle claims operations, customer service, and call center operations
- Exceptional work ethic
- Proficiency with MS Office and common web applications
- Self-motivated, self-starting personality
Compensation
The Senior Director of Client Services and Operaitons will receive a highly competitive compensation package, including, but not limited to, the following:
- Competitive salary
- Annual bonus potential
- Medical, dental, and vision insurance
- Flexible spending account
- Life Insurance / AD&D
- Short and long-term disability
- Employee Assistance Plan (EAP)
- 401k plan with generous employee match
- PTO
- 12 paid holidays each year
Opportunity for professional growth
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