• Provide comprehensive leadership and strategic oversight to the benefit charge team, ensuring performance goals, service levels, and quality standards are consistently met while also fostering internal team growth • Oversee daily operations including benefit charge volumes, processing timelines, and quality metrics to maintain optimal efficiency • Lead coaching sessions to foster development, accountability, and continuous improvement while conducting regular 1:1's in addition to mid-year and annual reviews • Ensure all processes comply with internal audit standards and regulatory requirements while overseeing daily operations to maintain optimal efficiency • Represent the team in client meetings and calls, particularly for high-impact accounts or escalated issues • Collaborate with internal teams and clients to improve processes and outcomes while delivering feedback to senior leadership on team performance, client trends, and operational challenges to support strategic planning • Act as the primary escalation point for complex benefit charge scenarios and internal team concerns, offering guidance and resolution particularly for high impact accounts or escalated issues • Bring creative and strategic solutions to complex problems and act as a change agent to evolve processes and team effectiveness • Proactively coordinate with the mailroom and data processing teams to communicate expectations and adjust workload priorities