Operations

• Provides overall leadership to teams and day-to-leadership to team leaders
• Coach team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions
• Inspires team leaders to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations
• Fosters a positive work environment
• Develops and maintains productive working relationship with team leaders, setting a positive example for their working relationships with their teams
• Set goals and standards of performance for team leaders and team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks
• Provide ongoing dialogue to team leaders about their performance
• Coaches and helps establish individual development and career plans
• Develops and executes operational strategies that support organizational goals and optimize service delivery
• Oversees budget planning and management to ensure resources are aligned with strategic priorities and operational needs
• Evaluates performance data to inform long-term planning and operational improvements
• Drives operational performance to achieve or exceed established SLAs and turnaround time goals across work queues
• Ensures Quality Assurance reviews are completed for team members and reviews results to ensure achievement of appropriate progress
• Ensures team compliance with company processes, federal and/or state regulations as required
• Analyzes periodic performance indicators and communicates regularly to team leaders
• Prepares employee performance appraisals and merit pay recommendations
• Investigates and resolves issues as required - whether customer issues, team issues or departmental issues
• Identifies and approves process changes to improve customer experience
• Maintains in-depth knowledge of TruStage and Preplanning operations
• Promotes and maintains a positive, professional image of TruStage
• Builds and maintains strong partnerships with key stakeholders across Claims, Product Administration, Product, and Sales to ensure operational alignment and shared performance outcomes
• Communicates proactively with internal stakeholders to provide updates on operational priorities, performance trends, and emerging risks
• Collaborates cross-functionally to resolve issues, support business initiatives, and ensure seamless operational execution.

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