Director, Data Operations

Position Purpose:

To provide senior-level leadership as a key member of the Data Processing team by utilizing, defining, and promoting operational policies and procedures successfully execute Data Processing.

Essential Tasks and Responsibilities (listed in order of importance, all times approximate):

1. Direct, Oversee, and Coordinate Data Processing (50% of time)

Lead colleagues to meet expectations and deliver measurable results for our clients in a systematic way, regardless of obstacles. •

  • Develop and manage Processing: Develop long range objectives, strategies, and actions to achieve them. Direct the development of methodologies and best practices, conferring with senior leadership, business leaders, and team members as necessary. Identify and implement methodologies and assist with the expansion of our technologies to support projects and improve processes to expand capabilities. •
  • Delegation and direction: Appoint department leaders or managers and assign or delegate responsibilities to them. Review reports and presentations submitted by staff members to recommend approval or to suggest changes. Provide bridge between Data Conversion and Processing functions to ensure seamless integration, quality assurance, and operational efficiency. Speaks as an authority on data conversion and consolidation. •
  • Resource Staffing Management: Direct human resources activities, including the approval of requests for more resources, verification of the right resources, fit is correct, and allocation. Manage staff, preparing work schedules or guidance and assigning specific duties. Determine staffing requirements, and interview, hire and place new employees, or oversee those personnel processes. •
  • Manage department budget of resources: Direct and coordinate department financial and budget activities to fund Processing, maximize investments, and increase efficiency. Schedule or oversee the scheduling of events, programs, and activities, as well as the work of others. Remove or minimize challenges related to department performance results through capacity management, resource assignment and outsourcing. •
  • Oversee department performance management: and adherence to policy through Managers and defined and communicated key performance indicators. Review financial statements, activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Utilize performance metrics to drive resourcing, training, process improvements, and business case development for tool development/procurement. •
  • Drive data project Success: Coordinate with all of the Data teams, the Program Coordinator and the PMO to ensure correct forecasting through accurate record-keeping, drive project completions and maximize revenue recognition. Provide hands-on involvement in the execution and maintenance of projects within the Data Transformation function in accordance with client agreements, SOPPs, PMO standards and in compliance with all industry/regulatory guidelines and requirements. Provide data transformation expertise on company project teams, where necessary. •
  • Making Decisions and Solving Problems: Analyze information and evaluating results to choose the best solution and solve problems. Confer with senior leadership and other colleagues to discuss issues, coordinate activities, or resolve problems. •
  • Resolve Conflicts and Negotiate with Others: Escalation point for resolving team issues, handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Make Decisions and Solve Problems by analyzing information and evaluating results to choose the best solution and solve problems. •
  • Communicate with Supervisors, Peers, or Team Members: Provide information to supervisors, co-workers, and direct reports by telephone, in written form, e-mail, or in person. Active liaison with leadership and other functional groups. Serve as a link between management and employees by handling questions, interpreting and relaying relevant information.

2. Manage Staff (30% of time)

Cultivate capable colleagues and teams to meet client commitments and quality expectations, by encouraging and building mutual trust, respect, and cooperation among team members. •
  • Mentor Others: Coach, mentor, or otherwise helping others to improve their knowledge or skills. Provide guidance and direction to others, including identification of developmental needs and monitoring performance. Meet with direct reports on a regular basis to guide and assist in navigating the firm, achieving responsibilities, and determining career path. •
  • Colleague Performance Management: Develop and manage towards professional performance goals, balancing firm objectives and customer satisfaction. Monitor activity and evaluate using relevant information and individual judgment to determine whether colleague activities comply with laws, regulations, or standards. Executes regular performance reviews including coordination of colleague feedback and rankings. Administer disciplinary procedures and use the performance management process to coach underperforming colleagues. •
  • Develop Training, Lead Discussion on topics for staff: Identify the educational needs of others; contribute towards the development of formal training programs or classes in cooperation with learning management department. Teach or instruct others. Ownership of determining training needs being determined and met for direct reports. Plan and conduct new employee orientation to foster positive attitude toward organizational objectives. •
  • Maintain knowledge of Internal Management Information and Industry Trends: Remain current on internal company management practices and policies, alignment with the Human Resources Team, standard operating policies and procedures and best practices documentation. Collaborate with HR, Leadership, and other Management colleagues to exchange information, such as colleague performance history and feedback. Attend and support Management industry conferences and/or events as determined by company.

3. Data Authority Representative for the Organization (10% of time)

Foster partnership with the business to deliver dynamic, efficient, cost effective data solutions for our clients. •
  • Data Stakeholder to further development of CS STARS Products and Services: Lead or oversee the representation of the Data Processing team to document client and market requirements and provide objective, comprehensive feedback for product enhancements. Collaborate with Marsh as applicable toward mutual interests. Participate in cross-functional discussions and surveys intended to spur dialogue on organizational and output improvements. Work collaboratively across the organization to help lead efforts to evaluate new and emerging technologies and make recommendations on their future use. •
  • Data Client Support: Work with the business owners to determine business prioritization for all projects. Work with Client Experience and Sales leadership to competitively price all non-standard data transformation projects to ensure profitability and market sustainability. Own the management of client contract service level agreements are met through timely execution and delivery and the receipt of SLA reporting based on contract terms. Maintain existing client relationships with key Data clients, and create new client relationships with prospects and other clients as needed. •
  • Maintain knowledge of Global Data Processing and Industry Trends: Has working knowledge of the cultural differences (languages, work style, etc.) and logistical challenges of global Processing and uses them to his/her advantage. Maintain and document knowledge of CS STARS Product expertise and Carrier/TPA vendor systems. •
  • Establish and Maintain Interpersonal Relationships: Develop constructive and cooperative working relationships with others, and maintaining them over time. •
  • Selling or Influencing Others: Convince others to otherwise change their minds or actions.

4. Perform multiple administrative tasks and other duties assigned (10% of time)

Demonstrate professionalism, build skills, and drive to add value to CS STARS.•
  • Develop professional performance goals, balance firm objectives and customer satisfaction. •
  • Develop proficiency in the STARS platform and in other technical areas: Immerse self in all aspects of the STARS products and increase knowledge in other complementary technological areas such as Microsoft Office, SQL Language, Reporting Tools, and various CRM systems. •
  • Interact with Knowledge Management Tools, Colleagues, and Leadership to become proficient in, knowledge share, and discuss CS STARS Processing and product enhancement opportunities. •
  • Interact with computers: Use of computers and computer systems (including hardware and software) •
  • Organize, plan, and prioritize work: Develop specific goals and plans to prioritize, organize, and accomplish your work. Establish and meet deadlines, •
  • Track time and expenses in corporate time and billing and expense management systems, according to standard operating procedures regarding billing clients. •
  • Update and use of relevant knowledge: Keep up-to-date technically and apply new knowledge to your job.


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