Sr. Director, H&B Services (Remote) - Inspira Financial

Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey – relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.

Don’t meet every single requirement? Here at Inspira Financial, we believe there is no “perfect” candidate and want to encourage applying even if all the requirements listed aren’t met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!

HOW YOU WILL SOAR:

The Health & Benefits Service leader will be part of the Enterprise Business Solutions (EBS) organization’s Investor & Member Services team. This leadership role will be responsible for managing all aspects of engaging with Health & Benefits account holders including but not limited to calls, chats, and email. The leader will also drive the client engagement strategy for Health & Benefits service team and have responsibilities including but not limited to the following:

• Managing large teams (>400) servicing all Health & Benefits products and services on a day to day basis

• Driving an inclusive culture that supports an inclusive and engaged workforce with a focus on accountability and account holder outcomes

• Elevating account holder experience through all client engagements including calls, chats and emails

• Proactively identifying opportunities to eliminate the need for account holders to call in the first place and driving those opportunities through to implementation.

• Building high performing teams through colleague engagement, coaching and training.

• Developing incentive plans that drive client experience, quality and promoting Inspira’s company goals and brand

• Supporting the Health & Benefits Sales’ teams in prospecting new Health & Benefit clients, plan sponsors and brokers

• Supporting the Health & Benefits Client Account Management teams in retaining clients and addressing account holder issues

• Resolving escalated complaints through root cause analysis, coaching and driving accountability

• Support company’s strategic goals including integrating new products or businesses

• Workforce planning across all Health & Benefits service teams to support business needs

• Managing and achieving SLAs, internal and external benchmarking and KPI’s

• Supporting the budgeting and forecasting process as well as planning for future growth

• Overseeing all aspects of employee and team management including performance review, compensation cycle, mentoring and coaching staff, etc.

IF YOU HAVE SOME OR ALL OF THE FOLLOWING, APPLY:

• 15+ years of experience in a financial or healthcare services industry

• 15+ years of leadership experience in a large, matrixed organization

• 15+ years of similar service leader experience

• Six Sigma experience a plus

• Bachelors Degree in Business or Operations

• Masters Degree a plus

• The ideal candidate must have 15+ years of experience in the financial services or healthcare industry that is specifically related to service or operational excellence.

• They must be able to work independently without need for daily supervision.

• They must have excellent written and oral communication skills with an emphasis on collaboration and facilitation.

• The candidate will be able to demonstrate advanced capabilities with organization and process / program management.

• Prior experience with Retirement and Wealth building solutions is a plus

• Prior experience with Health & Benefits solutions is a plus

• Prior experience with technology specifically call center platforms, client experience tools and BPO solutions

Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners — helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com.

We have been recognized for our remarkable growth on lists such as Crain’s Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In’s 2023 Best Places to Work and Gallagher’s 2022 Best-In-Class Employer awards.