Director, Business Services

4 days left

Not Specified
Jan 29, 2019
Mar 29, 2019
Job Type
Not Specified
Career Level
Not Specified

At York, we believe that an experience marked by expertise, consistency and compassion sets us apart. And we celebrate the diverse backgrounds and unique perspectives that allow us to stand apart from our competitors. Thats why we are committed to recruiting, developing and retaining people who represent our values and who believe in our mission.

Job Description

  • Manage a robust quality assurance and audit program to meet customer needs as well as federal and state guidelines. Where possible, leverage wider York audit capabilities and QA tools.
  • Develop and execute a robust training program to support all functional areas of the Absence Management business as well as support product training for wider sales and service education.

  • Leverage lean six sigma methodology to measure trends and patterns in quality results and ensure a continuous feedback loop between quality, various training initiatives and overall operational performance. Develop ongoing training and educational programs to bridge service, skill and knowledge gaps.

  • Develop strong relationships and collaborate with functional areas of York to leverage best practices and standard processes across Absence Management functions.

  • Develop and maintain a consistent format and communication for standard processes and procedures across the absence business.

  • Develop and maintain Change Management process and function across Absence Management functions.

  • Maintain and enhance standard performance guarantees for the absence management business to align with regulatory guidelines, internal capabilities and market demand.

  • Establish and manage all vendor relationships to deliver high quality service to the operational function and customers.

  • Develop a robust appeals process to meet ERISA and non-ERISA plan governance; manage appeals team, process, decisions and reporting functionality.

  • Collaborate with other business areas (i.e. legal) to create a compliance monitoring process that provides timely communication to the organization of changes to federal and state leave, ADA and disability laws and ensures implementation of those laws are completed throughout the organization

  • Provide subject matter expertise to the sales and service organization in the areas of responsibility

  • Provide support to external audits as needed.

  • Provide leadership to and build a high performing team the supports all areas of absence management functions.

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