Director: Compliance Operations

WTW•Tampa, FL

10h

About The Position

As a Director, Operations & Compliance Services, you will lead core compliance execution, audit, quality assurance and operational risk functions supporting WTW’s spending account administration business. This role spans multiple functions including, but not limited to: ERISA claims and appeals, Client review and audit of WTW services, Fraud monitoring, response, and prevention, COBRA, and Debit card services. This role is accountable for ensuring regulatory and fiduciary requirements are translated into executable processes and controls, delivery quality is validated through disciplined assurance and audit readiness, and operational readiness is enforced for changes impacting the business. The role partners closely with Operations, Technology, Customer Service, Legal and Compliance to identify and address control gaps, support internal and external audits, and drive timely remediation. You will balance strong risk discipline with a practical, service‑oriented mindset to enable stable, scalable delivery for clients and participants.

Requirements

Experience in leading core compliance execution, audit, quality assurance, and operational risk functions.
Experience supporting spending account administration business.
Experience with ERISA claims and appeals, client review and audit, fraud monitoring, response, and prevention, COBRA, and debit card services.
Ability to translate regulatory and fiduciary requirements into executable processes and controls.
Ability to validate delivery quality through assurance and audit readiness.
Ability to enforce operational readiness for business changes.
Experience partnering with Operations, Technology, Customer Service, Legal, and Compliance.
Experience identifying and addressing control gaps.
Experience supporting internal and external audits.
Experience driving timely remediation.
Strong risk discipline.
Practical, service-oriented mindset.
Experience with Medicare plan (Medicare Advantage, Medigap, and Part-D) enrollment revenue recovery.
Experience with Role Based Access Governance.
Experience with Product and Technology partnerships for access governance, operational tooling, documentation standards, training enablement, and release validation.
Experience supporting transition activities and in-flight initiatives requiring operational stabilization or risk oversight.
Experience influencing operational governance across a business unit.
Experience managing multiple operational teams.

Responsibilities

Translate regulatory and fiduciary requirements (including ERISA, Medicare, HIPAA, ACA, OFAC, SOC, IIAS, COBRA etc.) into executable operational processes and controls.
Partner with Legal and Compliance to ensure requirements are clearly understood, documented, and consistently applied by product and delivery teams.
Maintain and evolve compliance documentation, standards, Role Based Access governance, and reference materials used across the business.
Lead internal and external audit readiness activities, including coordination, evidence production, issue remediation, and follow‑through.
Own execution and governance for ERISA appeals and client exceptions.
Own fulfillment services including daily processing, inventory management, and fulfillment for Debit Card delivery, COBRA, and participant communications.
Own revenue recovery for Medicare plan (Medicare Advantage, Medigap, and Part-D) enrollment.
Act as an escalation point for audit findings, control gaps, and operational risk issues.
Partner with Product and Technology on Access governance and operational tooling issues, Documentation standards and training enablement, Release validation and operational readiness.
Support transition activities and in‑flight initiatives requiring operational stabilization or risk oversight.
Acts as a delivery‑embedded Director influencing operational governance across the business unit.
Accountable for multiple operational teams to Senior Management.