Compliance

• As the Operations Manager for the Executive & Regulatory Member Relations team, responsible for overseeing the day-to-day execution of complaint management processes, ensuring operational efficiency, service excellence, and regulatory compliance.
• Lead a team of specialists, partner closely with cross-functional teams, and play a key role in performance monitoring and process improvement.
• Provide daily operational oversight and guidance to complaint specialists, ensuring SLA adherence, process consistency, and high-quality member interactions.
• Hire, coach, and develop top talent while fostering a culture of inclusion, feedback, and performance.
• Partner with cross-functional teams (e.g., Legal, Compliance, Product, and Member Services) to resolve escalated issues and implement complaint-driven improvements.
• Analyze complaints data to identify trends and drive root cause analysis, presenting actionable insights to senior leadership and relevant stakeholders.
• Ensure accurate documentation and resolution of complaints in compliance with regulatory and internal standards.
• Collaborate with analysts/program managers to identify opportunities to scale processes, reduce manual work, and implement automation or tooling enhancements.

Manager, Member Relations – Executive and Regulatory

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