Associate Director, Enhanced ServicesDickerson Group • New York, New York, United States
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Associate Director, Enhanced Services
Dickerson Group
- New York, New York, United States
- New York, New York, United States
Über
About Alera Group Alera Group was founded in 2017 and has grown to become the 14th largest broker of U.S. business. We are passionate about our clients’ success in the areas of Employee Benefits, Property and Casualty Insurance, and Financial Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
Why Alera Group
Make an Impact:
Your work supports businesses and individuals in protecting what matters most.
Grow With Us:
We invest in development, mentorship, and long‑term career growth.
The Collaborative Way:
We believe in accountability, teamwork, and shared success across all offices and lines of business.
National Strength. Local Heart:
Scale, resources, and expertise — with relationships that feel personal.
RESPONSIBILITIES
The
Associate Director, Enhanced Services
is responsible for leading a high‑performing team focused on Billing Reconciliation, Dependent Verification, and Tier 1 Support Services. This role ensures operational excellence, compliance, and a seamless client experience across all Enhanced Services. The Associate Director drives strategic initiatives, process improvements, and service optimizations while aligning department goals with the broader objectives of the COE. Additionally, this role serves as the primary liaison between internal stakeholders and external vendors (Tabulera & DependentsAudit), advocating for system enhancements and service improvements.
Key Responsibilities
Provide strategic leadership and operational oversight
to drive service excellence, client retention, process optimization, and regulatory compliance
Set and execute department goals
aligned with company objectives; maintain full accountability for performance, efficiency, and innovation
Develop and mentor leaders , fostering professional growth, engagement, and retention through structured leadership practices (15Five, L10s, Rocks, IDS, quarterly conversations)
Oversee capacity planning and workforce optimization
to ensure balanced workloads and a high‑performing team
Drive exceptional client experience and retention
through coaching, feedback analysis, and continuous service improvement
Serve as final escalation point
for departmental issues, identifying trends and implementing preventative solutions
Establish a culture of accountability
across all client‑facing processes and service standards
Lead technology, process optimization, and compliance initiatives , including onboarding, renewals, and ongoing administration
Ensure accurate system configuration and data integrity
across CRM, Trainual, and related platforms
Maintain and update SOPs, best practices, and training materials
to reflect evolving processes and regulatory requirements
Align departmental initiatives with company growth objectives , driving revenue, operational efficiency, and service scalability
Partner cross‑functionally
with Sales, Marketing, Finance, and Leadership to support positioning, profitability, and resource planning
Identify opportunities for service expansion and process efficiency
to strengthen competitive advantage
Implement KPI tracking, performance reporting, and continuous improvement initiatives
using data‑driven insights
Streamline workflows and lead automation efforts
to enhance operational effectiveness
Conduct audits, analyze trends, and execute improvement strategies
Manage vendor and partner relationships , ensuring alignment, platform improvements, and issue resolution
Advocate for technology enhancements
that improve client experience and internal operations
QUALIFICATIONS
Qualifications
Bachelor’s degree
in Business, Human Resources, Information Systems, or a related field preferred
5+ years of experience
in benefits administration, HR technology, or a related field; leadership experience strongly preferred
Subject matter expertise
in Tabulera (Billing Reconciliation) and DependentsAudit (Dependent Verification) platforms
Strong knowledge of benefits industry regulations and compliance
with experience leveraging technology‑driven solutions
Advanced proficiency in data management and analysis , including Excel (VLOOKUP, pivot tables, data validation)
Demonstrated project management experience , including KPI tracking, process improvement, and multi‑initiative oversight
Proven ability to build, lead, and scale high‑performing teams
in a fast‑paced, evolving environment
Exceptional written and verbal communication skills , with the ability to influence, collaborate, and build strong relationships
Experience with CRM and project management tools
(e.g., Zoho or similar) preferred
Ongoing Education & Professional Development
Completion of all
Tabulera, DependentsAudit, and internal training programs
Active participation in
internal leadership development and process improvement initiatives
Ongoing pursuit of
external training, certifications, or continuing education
aligned with role and industry trends
Commitment to staying informed on
market developments, evolving best practices, and competitive insights
Core Competencies
Leadership & Team Development
– Coaches, mentors, and develops high‑performing teams while driving engagement, accountability, and results
Strategic Thinking & Business Acumen
– Aligns departmental initiatives with organizational goals to drive efficiency and revenue impact
Client Service & Relationship Management
– Delivers exceptional client experience through proactive engagement, and issue resolution
Technology & Data Management
– Leverages Tabulera, DependentsAudit, Trainual, and CRM platforms to improve efficiency, automation, and compliance
Collaboration & Communication
– Partners cross‑functionally with internal teams, vendors, and stakeholders to ensure seamless service delivery
Process Optimization & Analytical Thinking
– Uses data and trend analysis to implement workflow improvements and best practices
Compensation:
Salary range: $90,000 – $100,000 per year, depending on experience
Benefits:
Alera Group offers comprehensive benefits including medical, dental, vision, life and disability coverage, 401(k), generous PTO, and more.
Work Model:
This role is Remote
Professional Development – Alera Group Academy At Alera Group, growth isn’t left to chance. Through
Alera Group Academy , we provide structured development opportunities designed to help you expand your expertise and build a meaningful career.
You’ll have access to:
Role‑specific learning paths
Leadership development programs
Technical and compliance training
Industry certifications and continuing education support
Peer learning and knowledge‑sharing communities
Whether you’re deepening your technical expertise or preparing for leadership, we’re invested in helping you grow.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process.
Location Type
Remote
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Sprachkenntnisse
- English
Hinweis für Nutzer
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