Operations

• Directly manage a team of about 15 Ops Specialists focusing on team operations, quality, and performance
• Foster a culture of engagement so Gusties feel empowered to put customers first and develop their careers
• Ensure that group level insurance requests are processed timely and accurate within agreed upon SLAs
• Execute monthly, quarterly and annual objectives and metrics
• Coach team members to develop and drive key IC behaviors and performance indicators
• Deliver improvements in key metrics focusing on team efficiency in processing and quality output
• Partner with Compliance, Product, Engineering, Advising, Advocate and CIO teams to process changes impacting benefit processes
• Conduct root cause analysis on systemic Fulfillment issues and construct action plans to address them
• Serve as an escalation point and partner with key stakeholders across the organization
• Lead change management planning and facilitate team-wide improvements to customer and Gustie experience

Group Operations Manager

President – Integrator, Operations Leader

Deputy Director, Operations

Senior Operations Manager – Tolling

Vice President, Delivery & Deployment Operations

Director – Sales Commission Operations