CRC Benefits - Director, Benefits Admin Service (Hybrid)

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st Shift (United States of America)

Please review the following job description:

The Director, Ben Admin Services provides strategic, operational, and people leadership for the Ben Admin organization, overseeing Ben Admin Coordinators, Ben Admin Specialists, and Technology Solutions Trainers. This role is accountable for successful implementation, renewal, integration, and ongoing support of Ben Admin technology and services for internal partners, brokers, carriers, vendors, and clients. The Director drives operational excellence, client experience, and technology adoption across the Ben Admin lifecycle, ensuring scalable processes, strong vendor partnerships, and consistent achievement of service level agreements (SLAs). This role also serves as a subject matter authority and strategic advisor on Ben Admin systems, integrations, and training enablement.

Our employees work a hybrid schedule. On the days we are not in the office, our teams are able to collaborate using video and screen sharing technology which means you'll feel like you’re part of the team while also enjoying the convenience of working from home.

At CRC Benefits, an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. Our culture is based on corporate values that focus on inclusion, trust, collaboration, and innovation to help us build a bright future. As a result of listening to our employees, CRC Benefits recently earned a Top Workplaces USA award three years in a row based solely on employee feedback and insight! If you want to work for a company where employees are valued and growth is encouraged, CRC Benefits could be the place.

KEY RESPONSIBILITIES

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 

Strategic Leadership & Governance

• Define and execute the strategic vision and operating model for Ben Admin, aligning execution with business objectives and service standards.

• Establish governance frameworks for implementation, integrations, quality control, and ongoing support.

• Develop scalable processes and operating rhythms to support growth, evolving technology platforms, and increasing complexity.

• Serve as a senior advisor on Ben Admin strategy, capabilities, and risk mitigation.

People Leadership & Talent Development

• Provide direct leadership to managers and help professional growth.

• Lead talent acquisition, onboarding, training, and career development to ensure appropriate skill coverage and succession planning.

• Roles managed by this position: BenAdmin Coordinator, BenAdmin Specialist, BenAdmin Analyst and Technology Solutions Trainer

• Build and sustain a high performance culture focused on accountability, collaboration, and continuous improvement.

• Establish cross training and knowledge sharing practices to promote operational resilience and expertise depth.

Ben Admin Operations & Integrations

• Oversee end to end implementation and renewal activities including:

• Group configuration and builds

• Benefit plan and rate setup

• Employee census accuracy

• Carrier, vendor, EDI, and API integrations

• Ensure effective triage and resolution of complex issues involving data discrepancies, integrations, and vendor dependencies.

• Act as final escalation point for high impact operational or client issues related to Ben Admin platforms and workflows.

• Partner with Technology, Product, and Operations teams on system enhancements, releases, and UAT readiness.

Quality Assurance, Data Integrity & Risk Management

• Establish, oversee, and continuously enhance quality control and audit processes, led by the Ben Admin Analyst function.

• Ensure consistent application of QA standards to prevent errors, bad debt, rework, and client dissatisfaction.

• Review trends, root causes, and corrective actions stemming from quality findings and operational metrics.

• Champion data integrity, compliance, and controls across Ben Admin processes and carrier/vendor connections.

Vendor, Broker & Cross Functional Partnership

• Maintain senior level relationships with Ben Admin vendors, carriers, and strategic partners.

• Act as senior liaison to ensure vendor performance, issue resolution, and roadmap alignment.

• Collaborate with Sales, Service, Technology, Product, and Finance leaders to deliver a seamless broker and client experience.

• Ensure consistent communication and expectation setting throughout implementation, renewal, and support lifecycles.

Training, Enablement & Adoption

• Provide oversight of training strategies for brokers, clients, and internal teams related to Ben Admin technology.

• Ensure Technology Solutions Trainers effectively enable partners on system functionality, integrations, and best practices.

• Sponsor development and maintenance of training materials, SOPs, and process documentation.

• Drive adoption of new tools, enhancements, and workflows through structured communication and enablement plans.

Performance Management & Continuous Improvement

• Define and monitor KPIs including productivity, SLA attainment, quality metrics, cycle time, and error rates.

• Use analytics, quality findings, and operational data to drive continuous improvement initiatives.

• Anticipate peak business periods and proactively plan capacity, staffing, and prioritization.

• Manage departmental budgets, resource planning, and vendor costs as applicable.

EDUCATION AND EXPERIENCE

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Business, Technology, Insurance, or a related field; equivalent industry experience considered

• 8+ years of progressive experience in Ben Admin, insurance technology, or related operations

• 4+ years of people leadership experience, including leadership of managers or senior individual contributors

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Group I License preferred but not required.

FUNCTIONAL SKILLS

• Deep expertise in Ben Admin platforms, EDI/API integrations, and quality control processes

• Proven track record leading complex, cross functional operational teams at scale

• Expert knowledge of Ben Admin systems, integrations, and operational controls

• Strong leadership, coaching, and change management capabilities

• Exceptional written, verbal, and executive level communication skills

• Advanced root cause analysis, problem solving, and decision making skills

• Excellent project management and organizational skills in a fast paced environment

• Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) and enterprise systems

• Ability to manage risk, shifting priorities, and complex stakeholder dependencies

• Primarily sedentary role with frequent speaking and hearing

• Occasional standing, walking, bending, and lifting up to 25 lbs

• Ability to travel up to 20% as business needs require

• Occasional extended or irregular hours during peak business periods

General Description of Available Benefits for Eligible Employees of CRC Group: At CRC Group, we're committed to supporting every aspect of teammates' well-being – physical, emotional, financial, social, and professional. Our best-in-class benefits program is designed to care for the whole you, offering a wide range of coverage and support. Eligible full-time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax-advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more. Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.

CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.

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