Sr. Director, Call Center/Operations Escalation Response

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Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2024 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
This is a new role for Inspira Financial and will be part of the Enterprise Business Solutions (EBS) organization's Investor & Member Services team. The IMS Escalation Response Team is being formed to address the growing needs of the business namely centralizing escalated complaints, social complaints and promoting and protecting Inspira Financial's brand and reputation with a unified approach including but not limited to the following:

• Aligning and directing the management, development, and integration of various sources of feedback to promote and protect Inspira Financials' brand and reputation and elevate the client experience.
• Developing a review management strategy that covers all aspects of client engagement and feedback while promoting client experience and NPS
• Partnering with Marketing on client responses both internal and external that represent the Inspira brand and values advancing client obsession
• Partnering with Marketing to align on client experience strategy to promote and protect brand and reputation
• Partnering with Sales on client testimonials and proof points to drive new sales
• Partnering with Client Services on client testimonials and proof points to improve retention
• Partnering with Product on client feedback to identify product gaps and client experience across client engagement points
• Partnering with Compliance to track, report and monitor client complaints across all aspects of client engagement points
• Partnering Client Experience to develop and implement tools and experiences to advance client engagement and promote client experience
• Partnering with IMS Reporting & Operations on management reporting, monitoring and tracking metrics leading / lagging key performance metrics to monitor client experience & client NPS
• Responsible for client NPS including quantifying, baselining, benchmarking and improving NPS
• Supporting the budgeting and forecasting process as well as planning for future growth
• Overseeing all aspects of employee and team management including performance review, compensation cycle, mentoring and coaching staff, etc.

The IMS Escalation Response Team will support both the Health & Benefits and Retirement & Wealth Divisions.
Preferred Qualifications
Education & Experience:

• 15-20+ years of experience in a financial or healthcare services industry
• 15-20+ years of leadership experience in a large, matrixed organization
• 15-20+ years of similar response management, marketing or client experience / management reporting experience
• Six Sigma experience a plus
• Bachelors Degree in Business or Marketing
• Masters Degree a plus

Qualifications:

• The ideal candidate must have 15-20+ years of experience in the financial services or healthcare industry that is specifically related to reporting, NPS or operational excellence.
• They must be able to work independently without need for daily supervision.
• They must have excellent written and oral communication skills with an emphasis on collaboration and facilitation.
• The candidate will be able to demonstrate advanced capabilities with organization and process / program management.
• Prior experience with Retirement and Wealth building solutions is a plus
• Prior experience with Health & Benefits solutions is a plus
• Prior experience with NPS, Response Management, Client Experience or Marketing
• College Degree or equivalent preferred and Masters Degree a plus

Compensation & Benefits
The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.
Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.