• Own and manage operational processes across Benefits Administration, COBRA/Direct Bill, and related services • Oversee daily workflows to ensure compliance with service-level agreements (SLAs), quality standards, and regulatory requirements • Develop, implement, and monitor process documentation, controls, and standard operating procedures • Partner with audit and compliance teams to maintain control matrices and support reviews • Identify, evaluate, and implement process improvements, automation, and efficiency opportunities • Use data and metrics to monitor performance, identify trends, and escalate issues requiring leadership attention • Support new client implementations and ensure smooth integration into existing operations • Provide coaching, performance feedback, and professional development for direct reports • Facilitate training to ensure team members are proficient in processes and compliance standards • Contribute to annual cycle activities such as Open Enrollment planning and execution • Collaborate with other departments to align processes and advance organizational initiatives • Perform other operational duties as assigned by leadership