Director, Consumer Benefits Operations

NFP Corp • Agawam, MA

3d

About The Position

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. American Benefits Group (ABG) is one of the nation’s leading employee benefit solution providers for Consumer Directed Health accounts, COBRA and Direct Billing services. We are transforming the benefits administration industry with empowering technology and a world class customer service experience. The Director of Consumer Benefits Operations is responsible for the leadership, operational performance, and service delivery of American Benefits Group’s consumer benefits administration division, including Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), and related consumer-directed benefits programs. This role provides direct oversight of client account management, claims administration, participant service coordination, renewals, and ongoing plan administration. The Director is accountable for ensuring consistent, high-quality service delivery across all operational functions, while driving process improvement, operational discipline, and scalable growth within the division. Reporting to the Chief Operating Officer and serving as a member of the ABG leadership team, this position requires a hands-on operational leader who can balance day-to-day execution with strategic oversight. The Director will lead departmental performance, staffing, prioritization, and escalation management while partnering cross-functionally to deliver a seamless client and participant experience. This position is best described as Operations Director within a growing TPA environment, with broad operational ownership of the consumer benefits function, direct leadership responsibility for departmental staff and workflow execution, high accountability for service delivery, client satisfaction, and operational consistency, and active participation in ABG leadership-level decision-making. The role is designed to maintain a flat management structure, where workflow leads function as subject matter experts and coordinators, while the Director retains full accountability for team performance, prioritization, and outcomes.

Requirements

• 7+ years of experience in TPA administration, consumer benefits administration, or employee benefits operations
• 5+ years of experience in operational leadership or team management
• Strong working knowledge of: Flexible Spending Accounts (FSAs), Health Reimbursement Arrangements (HRAs), Claims administration and reimbursement operations, Consumer-directed healthcare administration
• Demonstrated experience managing operational teams in a fast-paced environment
• Strong understanding of client account management and service delivery workflows
• Proven ability to coordinate cross-functional operational processes
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and interpersonal skills

Nice To Haves

• Experience within a small to mid-size TPA environment
• Experience working with offshore operational support teams
• Familiarity with: Commuter Benefits, EDI and eligibility file processing, Benefits administration platforms (e.g., Alegeus/WealthCare or similar), Debit card administration, Banking and reconciliation processes, Operational reporting and dashboarding
• Experience with process improvement initiatives and workflow optimization
• CEBS or related industry certification

Responsibilities

• Lead and manage all aspects of consumer benefits operations, including claims processing, account management coordination, participant services, and renewals
• Directly oversee and manage workflow leads, operational staff, and support teams
• Establish clear priorities, workload distribution, and departmental accountability
• Drive daily operational performance and ensure service delivery standards are consistently met
• Serve as the primary escalation point for complex operational and client issues
• Ensure a consistent, high-quality client and participant experience across all service channels
• Partner with account management teams to support client retention, renewals, and service excellence
• Maintain visibility into service performance, identifying trends and proactively addressing issues
• Support resolution of client escalations with clear communication and strong follow-through
• Identify and implement process improvements to increase efficiency, reduce error rates, and enhance scalability
• Review and maintain standard operating procedures (SOPs), workflows, and documentation
• Introduce and reinforce operational best practices across the department
• Ensure consistent execution across teams through structured processes and accountability
• Collaborate with IT, implementation, finance, COBRA administration, and offshore teams to ensure aligned service delivery
• Help improve handoffs between implementation, operations, and ongoing administration
• Partner on system enhancements, reporting improvements, and workflow optimization
• Lead, coach, and develop team members, including workflow leads and operational staff
• Conduct performance management, including goal setting, feedback, and accountability
• Build a culture of ownership, responsiveness, and continuous improvement
• Ensure teams are appropriately trained, supported, and aligned to operational expectations
• Review/establish and monitor key operational metrics (e.g., turnaround times, backlog, service levels, error rates)
• Use reporting and data insights to drive decision-making and performance improvements
• Maintain clear visibility into departmental health and resource needs
• Ensure operational processes align with regulatory requirements and internal controls
• Identify areas of risk within workflows and implement practical mitigation strategies
• Partner with compliance leadership to address issues requiring interpretation or escalation

Benefits

• Competitive base salary aligned with market benchmarks
• Bonus and/or incentive compensation opportunity
• Full benefits package, including medical, dental, vision, 401(k), and paid time off
• Additional details to be provided as part of the formal offer
• Competitive salary
• PTO & paid holidays
• 401(k) with match
• Exclusive discount programs
• Health & wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed