Route Three offers a full array of insurance and benefits services. We are a one-stop shop for all of your insurance and advanced financial and estate planning needs. We are dedicated to understanding the unique needs of each client and work closely with our clients to develop and manage a plan to help them accomplish their financial goals. Founder Ralph Weber holds his CFP designation both in the US and in Canada, and focuses on cross border planning issues. Advanced planning designations include CLU, ChFC, ChSNC, REBC, GBA and AEP, which give him extensive background in planning issues and estate planning as well as for special needs dependents
Purpose of the Position
The Senior Director of Operations is highly skilled and technically proficient to provide comprehensive support to our company in a dynamic and fast-paced environment. The ideal candidate will have experience working in a fast-paced Group Benefits environment with strong technical background, coupled with superb organizational and communication skills. This role requires a combination of leadership, follow up, project management, technical proficiency, and operational support to ensure effective management of company initiatives. Ideally, this person will want to grow with our company long term.
Key Responsibilities
Manage Operations and Service for Route Three and sister company Medibid
Focus on optimizing client and carrier satisfaction and loyalty while driving operational efficiency
Perform routine duties such as carrier quotes, client onboarding, and carrier and client follow up
Creates a culture of customer centricity and continuous improvement focused on quality, cost and efficiency metrics; identify ways to automate/digitize and improve cost and service levels across a range of operational activities
Facilitates seamless communications between both internal and external parties
Oversee and streamline the day-to-day operations, responding quickly to and resolving customer and carrier issues
Manage office operations providing oversight and guidance for special projects and strategic initiatives
Develop processes and efficiencies for routine office management, supply ordering, etc.
Perform financial and accounting functions such as bookkeeping, AP, AR, etc.
Provide clerical support such as scanning, filing, sorting
Maintain inventory of office supplies and order new supplies as needed
Participate on special and confidential projects as needed, handling confidential matters and information
Make independent decisions, solve problems, and exercise discretion relating to the performance of day-to-day duties
Manage the budget within the areas of responsibility, negotiating for lowest cost, highest value
The Candidate
Experience and Professional Qualifications
This executive will possess experience in a leading Group Benefits, TPA, or Insurance organization. The Senior Director of Operations must be a forward thinker and innovator in customer service, customer experience, and operations, with a proven track record of scaling a business with an efficient organization. This individual will be expected to quickly assess where the organization needs to go to be a top-tier client service organization, working with and influencing key internal stakeholders across the company.
Skills and Competencies
Hours may include some evenings and weekends as needed depending on deadlines and special projects. We offer a hybrid work environment.
5-7 years experience performing complex operations duties in a comparable environment, with proven experience managing and prioritizing multiple priorities
Must possess organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
Excellent verbal and written communication skills
Accounting or Bookkeeping experience including AP, AR,
Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other related software
Proficiency in Employee Navigator and Salesforce each is a major plus
Proficiency in HRIS systems a plus
Possess proficient analytical, problem-solving, and decision-making skills
The ability to handle sensitive and confidential information with diplomacy and discretion
Ability to work under demanding time constraints and production goals
Collaborative interpersonal skills, emotional maturity and the ability to build relationships with team members and external partners
Strong customer-service orientation
Approachable and accessible
Education
Bachelor's degree required , Master's degree preferred or equivalent experience.