Sign upLog in

Associate Director, Enhanced Services

Alera Group

Chicago, Illinois

Apply
JOB DETAILS
SKILLS
Alliance/Partner Management, Analysis Skills, Auditing, Automation, Best Practices, Billing, Brokerage, Business Support, Capacity Management, Coaching, Compensation and Benefits, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Support/Service, Data Quality, Finance, HRIS/HRMS, Identify Issues, Intrusion Detection Systems, Leadership, Marketing, Mentoring, Onboarding, Operational Strategy, Operations Processes, Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Profit & Loss, Reconciliation, Regulatory Compliance, Regulatory Requirements, Sales, Standard Operating Procedures (SOP), Strategic Planning, Supplier Relationship Management (SRM), Systems Administration/Management, Team Player, Technical Leadership, Trend Analysis, Vendor/Supplier Relations, Workforce Planning
LOCATION
Chicago, Illinois
POSTED
4 days ago
OVERVIEW

About Alera Group
Alera Group was founded in 2017 and has grown to become the 14th largest broker of U.S. business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, and Financial Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
Why Alera Group
  • Make an Impact: Your work supports businesses and individuals in protecting what matters most.
  • Grow With Us: We invest in development, mentorship, and long-term career growth.
  • The Collaborative Way: We believe in accountability, teamwork, and shared success across all offices and lines of business.
  • National Strength. Local Heart: Scale, resources, and expertise - with relationships that feel personal.
RESPONSIBILITIES

The Associate Director, Enhanced Services is responsible for leading a high-performing team focused on Billing Reconciliation, Dependent Verification, and Tier 1 Support Services. This role ensures operational excellence, compliance, and a seamless client experience across all Enhanced Services. The Associate Director drives strategic initiatives, process improvements, and service optimizations while aligning department goals with the broader objectives of the COE. Additionally, this role serves as the primary liaison between internal stakeholders and external vendors (Tabulera & DependentsAudit), advocating for system enhancements and service improvements.

Key Responsibilities
  • Provide strategic leadership and operational oversight to drive service excellence, client retention, process optimization, and regulatory compliance
  • Set and execute department goals aligned with company objectives; maintain full accountability for performance, efficiency, and innovation
  • Develop and mentor leaders, fostering professional growth, engagement, and retention through structured leadership practices (15Five, L10s, Rocks, IDS, quarterly conversations)
  • Oversee capacity planning and workforce optimization to ensure balanced workloads and a high-performing team
  • Drive exceptional client experience and retention through coaching, feedback analysis, and continuous service improvement
  • Serve as final escalation point for departmental issues, identifying trends and implementing preventative solutions
  • Establish a culture of accountability across all client-facing processes and service standards
  • Lead technology, process optimization, and compliance initiatives, including onboarding, renewals, and ongoing administration
  • Ensure accurate system configuration and data integrity across CRM, Trainual, and related platforms
  • Maintain and update SOPs, best practices, and training materials to reflect evolving processes and regulatory requirements
  • Align departmental initiatives with company growth objectives, driving revenue, operational efficiency, and service scalability
  • Partner cross-functionally with Sales, Marketing, Finance, and Leadership to support positioning, profitability, and resource planning
  • Identify opportunities for service expansion and process efficiency to strengthen competitive advantage
  • Implement KPI tracking, performance reporting, and continuous improvement initiatives using data-driven insights
  • Streamline workflows and lead automation efforts to enhance operational effectiveness
  • Conduct audits, analyze trends, and execute improvement strategies
  • Manage vendor and partner relationships, ensuring alignment, platform improvements, and issue resolution
  • Advocate for technology enhancements that improve client experience and internal operations

QUALIFICATIONS

Qualifications
  • Bachelor's degree in Business, Human Resources, Information Systems, or a related field preferred
  • 5+ years of experience in benefits administration, HR technology, or a related field; leadership experience strongly preferred
  • Subject matter expertise in Tabulera (Billing Reconciliation) and DependentsAudit (Dependent Verification) platforms
  • Strong knowledge of b

About the Company

A

Alera Group

Resume Resources

Free Resume TemplatesFree Resume Builder