Job Information
Trustmark Executive Director, Operations & Customer Experience in Lake Forest, Illinois
Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.
Trustmark is looking for an Executive Director, Operations & Customer Experience.
Facilitates the ongoing development and leads the execution of SBB’s operational and business strategy. Suggests and drives initiatives to achieve efficiencies and reduce risk as well as opportunistic growth of revenue and earnings on a risk-neutral basis. Responsible for both direct leadership and matrixed oversight of various operational, administrative, and strategic functions to support a consistent and differentiating experience for all three of the division’s customer groups – Employers, Agent/Brokers, and Members. Oversees all operational aspects of the division, ensuring the smooth and efficient delivery of services, maintaining high customer satisfaction, and optimizing internal processes.
Leadership & Strategic Direction: Leadership & Strategic Direction: Lead and manage day to day operations of SBB; including the development and execution of the strategic direction for SBB’s future operations. Collaborate with Senior Leadership to align operations and organizational goals. Drive continuous improvement and process optimizations.
Operational Management: Direct leadership of multiple operations functions to ensure operational standards of effectiveness and quality customer deliverables. Tracks, analyzes, and regularly reports on key performance metrics. Establish Standard Operating Procedures (SOPs) to ensure compliance and minimize risk.
Customer Satisfaction: Lead ongoing design, development and execution of the business unit’s customer experience strategy, directly impacting the way that brokers, employers, and members experience the delivery of core services. Capture customer sentiment through continuous feedback mechanisms for all key stakeholders. Measure Net Promoter Score (NPS) for both broker, employer and member stakeholders and address feedback to ensure a high satisfaction level.
Compliance & Risk Management: Ensure all operations comply with applicable state and federal regulations governing insurance and benefits. Stay updated on industry trends, regulations, and best practices. Work with compliance teams to manage audits, internal controls, and risk management procedures
Team Development & Support: Provide ongoing guidance and support to operational managers and staff.
Financial Oversight: Manage operational budgets, ensuring resource allocation is efficient and aligned with business goals. Monitor financial performance of the operations team and regularly report on financials and operational performance to senior leadership.
Minimum Requirements:
BS Degree and 10+ years of operations management, including 3+ years in a leadership role.
Proven record of leading teams and managing cross functional operations
Demonstrated ability to successfully implement business operational strategy.
Strong execution and analytical skills.
Excellent communication, negotiation, and interpersonal skills
Experience in budgeting, financial management, and performance analysis.
Demonstrated ability to evaluate business processes and execute on improvements
Brand: Trustmark
Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.
For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.
Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.
Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives.
At Trustmark, you’ll be part of a close-knit team. You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.