Director, Benefits Operations & Governance

The Role As a Director, Benefits Operations & Governance, you will lead operational services supporting WTW’s spending account administration business. This role is accountable for service delivery across participant-facing and back-office functions, including fulfillment, COBRA, debit card services, appeals and exceptions, revenue recovery, audit support, access governance, fraud monitoring, and operational controls. This is an operations leadership role with compliance components. The focus is leading teams, strengthening execution, improving quality, and building routines that support consistent delivery.

• Fulfillment operations, participant communications, and document delivery
• COBRA and debit card service delivery
• Appeals, exceptions, and issue resolution routines
• Audit readiness, client review support, and operational controls
• Revenue recovery, access governance, fraud monitoring support, and continuous

improvement The role partners with Operations, Technology, Customer Service, Legal, Compliance, Product, and senior business leaders to strengthen delivery, manage operational risk, improve change readiness, and operationalize compliance requirements. Responsibilities Operational Leadership & Service Delivery * Lead multiple operational teams with accountability for quality, performance, escalations, inventory management, and execution across work types, in alignment with ERISA, Medicare, HIPAA, ACA, OFAC, SOC, IIAS, COBRA, and other regulatory requirements. * Establish operating routines, expectations, and accountability structures that help managers and teams deliver predictable outcomes. * Drive stabilization, process consistency, capacity planning, and continuous improvement across fulfillment, COBRA, debit card, appeals, exceptions, revenue recovery, and governance functions. Operations Governance, Controls & Readiness * Own governance routines that keep work documented, controlled, measurable, and ready for audit, client review, and business change. * Partner with Legal and Compliance to translate regulatory and fiduciary expectations into processes, controls, training, and reference materials. * Lead audit readiness and client review support, including evidence production, issue remediation, and follow-through. * Ensure delivery teams maintain practical controls for ERISA appeals, client exceptions, Medicare-related revenue recovery, COBRA, debit card services, and participant communications. * Serve as an escalation point for systemic service issues, control gaps, operational risks, and readiness concerns, with focus on root cause resolution and prevention. People Leadership & Cross-Functional Influence * Lead, coach, and develop managers and colleagues, building ownership, discipline, and leadership capacity. * Influence senior stakeholders and cross-functional partners to align priorities, remove barriers, and improve performance.