Director: Compliance Operations

WTW•Tampa, FL

1d•Hybrid

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, 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

10+ years of experience with tax advantaged benefits programs: HSA, FSA, HRA, Commuter, and Educational Assistance plans.
Demonstrated leadership experience in benefits administration, reimbursement accounts, or health & welfare operations.
Experience operationalizing regulatory and compliance requirements within a delivery environment.
Experience supporting audit readiness, quality assurance, or operational risk programs.
Ability to operate effectively in a matrixed organization and influence across functions.
Demonstrated ability to effectively manage cross-functional teams with varied scopes, stakeholders, and deliverables while maintaining accountability and performance.

Nice To Haves

CEBS, GPA, RPA, CFC or equivalent certification related to employee benefit delivery.
Strong operational judgment and risk assessment
Ability to translate regulation into executable delivery practices
Clear, concise executive-level communication
Ability to effectively communicate with diverse clients and stakeholders
Process discipline and quality mindset
Comfortable enforcing standards, controls, and readiness expectations
Continuous improvement orientation

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

Benefits

Medical (including prescription coverage)
Dental
Vision
Health Savings Account
Commuter Account
Health Care and Dependent Care Flexible Spending Accounts
Group Accident
Group Critical Illness
Life Insurance
AD&D
Group Legal
Identify Theft Protection
Wellbeing Program
Work/Life Resources (including Employee Assistance Program)
Paid Holidays
Annual Paid Time Off (includes state/local paid leave where required)
Short-Term Disability
Long-Term Disability
Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Paid Time Off (only included for Washington roles)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution.
Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.