Trustmark

• Responsible for driving new product development through deep market research, trend analysis, and customer insight • Identifies emerging market opportunities and translates data-driven insights into a clear product vision and prioritized roadmap • Leverages continuous discovery and validation to ensure products solve meaningful customer problems • Partners cross-functionally to align innovation efforts with long-term growth objectives and operational execution • Builds repeatable systems for market intelligence, feedback, and performance measurement • Leads risk analysis on key issues including internal and external resources and capabilities needed to bring new products successfully to market • Establishes and manages budgets, operational plans for products under development and management • Leads development of health product claims strategy, including claims integration solutions • Responsible for overall value-add/care delivery strategies relative to supplemental health products

• Increase new business sales through partnerships with benefit distributors • Establish, update and manage target account lists and pipeline management • Follow a comprehensive sales process including marketing programs and customer needs analysis • Manage external and internal stakeholders throughout the sales process • Monitor and report on competition to evaluate position in the marketplace

• Increases new business sales through establishing strong, consultative partnerships with major worksite and voluntary benefit distributors • Activities will include learning and staying informed on health care trends, market intelligence and product information • Managing both external and internal stakeholders throughout the sales process • Proactively develop and maintain an effective relationship with Sales Implementation, Key Account Managers, etc. • Report and monitor competition to evaluate Trustmark’s position in the marketplace • Utilize Salesforce for activity reporting, forecasting, business requests, and pipeline management

• Oversee daily operations of billing, client services, and premium reconciliation team • Monitor performance measures and recommend corrective actions • Manage billing associates, including hiring and performance appraisals • Ensure performance levels are met and recommend action plans • Handle escalated service issues with customers • Proactively improve customer experience and performance by reviewing metrics • Manage multiple projects by assigning resources and implementing schedules • Review control point audits as part of ICFR processes • Identify process improvement opportunities within the department

• Responding to high volume of inbound client/customer requests and inquiries • Providing information and processing basic customer profile changes • Gathering information and making appropriate decisions focusing on the first call resolution • Documenting customer interactions in the appropriate systems • Researching and resolving complex customer inquiries and escalations • Retaining clients at risk of terminating • Coordinating with internal departments as necessary

• Responding to high volume of inbound client/customer requests • Providing information and processing basic customer profile changes • Documenting customer interactions in appropriate systems • Determining root cause and resolving client/customer issues

• Serves as the dedicated, single point of contact for assigned key top producer accounts • Works with key producers to ensure they are receiving the tools and support needed to achieve their goals • Provides proactive management of producer relationships post-implementation, ensuring clients get the most out of Trustmark’s products and services • Responsible for escalated service levels (SLAs), Customer Satisfaction, Effort and NPS scores for defined accounts • Review responses from Subject Matter Experts for completeness and accuracy before sending response to external relationship • Triage inquiries/issues completely to involve correct Subject Matter Experts for quick and effective resolution • Accountable for timely resolution of escalated/complex issues • Responsible for tracking, reporting and achieving Service Level goals for assigned relationships • Make recommendations to improve service results • Overall accountability for effective completion and management of all service requests for identified accounts • Conduct ad hoc or formal training with internal and external associates when service-related trends are identified • Develop and communicate service report card for assigned relationships for producers shared with Trustmark senior leadership

Role Description We are looking for Executive Director, Operational Excellence at Trustmark. Accountable for strengthening execution discipline, operational scalability, and performance outcomes across Trustmark’s VB operating model. Leads the design and deployment of a standardized Operational Excellence framework that improves efficiency, quality, and customer experience across core VB operations, including Enrollment, Billing, Claims, Customer Service, and operational vendor partnerships. - Define and lead the Operational Excellence strategy for Trustmark Voluntary Benefits. - Drive cross-functional process improvement across claims, enrollment, billing, and service. - Establish enterprise operational metrics, dashboards, and management routines. - Enable transformation initiatives through disciplined execution and change management. - Partner with Risk and Compliance to embed controls while improving efficiency. - Build and lead a high-performing Operational Excellence team. - Other duties as assigned. Qualifications - Bachelor’s Degree and 12+ years of related experience OR High School Diploma or GED with 14+ years of related experience. - Strong knowledge of Lean, continuous improvement, and performance management. - Proven success leading operational improvements in regulated environments. - Experience working closely with executive leadership. Requirements - Advanced degree in area of specialization (preferred). Benefits - The compensation range for this role is (based on the corporate location in Lake Forest, Illinois): $136,933.00 - $238,226.00 per year. - The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. - This position may also be eligible for bonus. Company Description Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business. We are an equal opportunity employer, including disability and protected veteran status.

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities. About the role We are looking for an Executive Director Sales Technology and Partner Relations. Operationalizes the carrier’s established benefits administration and Human Capital Management (HCM) partner ecosystem and formalizes relationships with approved benefits technology partners. Defines and implements clear engagement and operational guardrails, and ensure consistent, effective use of these partnerships across the sales organization. Serves as the connective tissue between benefits technology partners, internal stakeholders, and the field, ensuring partnerships are leveraged in a compliant, scalable, and revenue‑generating manner while protecting the carrier’s operational and brand standards. Key Accountabilities: Partner Relationship Establishment & Activation - Establish working and executive level relationships with the carrier’s approved benefits administration and HCM technology partners. - Translate the defined partner ecosystem into clear, actionable relationship models. - Serve as the primary day to day owner of partner relationships, including cadence, communication, and escalation management. - Ensure partner alignment with the carrier’s distribution strategy, target markets, and value proposition. Guardrails, Governance & Operating Model - Define and implement clear guardrails for engaging benefits administration and HCM partners, including: - Approved engagement models and referral motions - Sales involvement expectations and ownership boundaries - Data sharing, integration, and implementation roles in partnership with IT - Compliance, regulatory, and privacy requirements in partnership with Compliance, Legal, and IT - Brand usage, co selling, and co-marketing standards in partnership with Marketing - Establish processes for exception handling, partner escalations, and ongoing relationship review. Sales Enablement, Education & Coaching - Educate sales leadership and reps on how to appropriately and effectively leverage approved ben admin and HCM partners. - Develop enablement materials such as: - Partner overviews and positioning guides - Ideal client profiles and qualification criteria - Engagement playbooks and sales workflows - FAQs and compliance friendly talking points - Provide direct coaching to sales teams on live opportunities involving benefit technology partners. - Act as a trusted advisor to sales leaders on technology enabled growth strategies. - Establish and maintain clarity around cross‑functional roles, responsibilities, and engagement protocols for sales teams and partners. Cross Functional Collaboration - Partner with Product, Underwriting, Operations, and Technology teams to align partner engagement with operational readiness and client experience. - Communicate field and partner feedback to inform future ecosystem refinement and prioritization. - Represent Trustmark with technology partners in joint planning sessions, advisory councils, and industry forums. Measurement & Continuous Improvement - Define and track metrics related to partner engagement effectiveness (e.g., opportunity influence, adoption, issue trends). - Identify gaps in understanding, execution, or governance and proactively address them. - Continuously refine guardrails, enablement, and engagement models based on real world usage. Other duties as assigned Minimum Requirements: - Bachelors Degree and 8-10 years of progressive experience in experience in insurance, employee benefits, HR technology, or related fields OR High School Diploma/GED and 15+ years of progressive experience. - Deep familiarity with benefits administration platforms and/or HCM systems. - Experience managing or operationalizing external partnerships. - Strong understanding of insurance sales and distribution models. - Proven ability to create structure, clarity, and governance in complex environments. - Strong executive communication and stakeholder management skills. Preferred: - Experience within an insurance carrier or large brokerage. - Background in sales enablement, practice leadership, or partner programs. - Experience supporting a field based or distributed sales organization. The compensation range for this role is (based on the corporate location in Lake Forest, Illinois): $136,933 - $204,463 per year The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market. Brand: Trustmark In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums. For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview. Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.

• Responding to high volume of inbound client/customer requests • Providing information, processing customer profile changes, directing requests to other teams • Researching and resolving customer inquiries and escalations • Retaining clients at risk of terminating • Coordinating with internal departments to resolve issues • Documenting customer interactions in appropriate systems • Participating in departmental/interdepartmental projects