• Lead and support a full-function team in client operations. • Coach and develop a team of remote full-function employees who are responsible for all aspects of client services including but not limited to plan administration, client communication, and quality assurance. • Allocate resources daily and weekly to adjust team focus towards goals attainment. • Support company and team vision and values through role modeling and coach desired behaviors. • Regularly communicate progress, results, challenges and obstacles with senior leaders and others involved in product management. • Setting performance goals and delivering ongoing feedback. • Lead the team to resolve escalated client issues efficiently and effectively. • Cultivate strong team collaboration in alignment with ACE Values and Guiding Principles. • Partner with other managers and senior leaders on special projects, reporting and process improvement.

• The Senior Director manages the day-to-day professional and facility medical claims on and off shore operations. • Reports to Vice President, Financial Risk Management, VBC, and assists in developing, implementing, and monitoring of operational plans, goals, and objectives. • Makes all daily operating decisions of the claims operations according to established plans, policies, and standard operating procedures. • Recommends future plans, programs, and changes to the Vice President. • Establishes policies for department heads to resolve operational issues effectively. • Optimizes professional and facility claims operations financial and human resources. • Establishes and maintains effective working relationships with all CVBC departments, clients, and partnerships.

• Accurately book reservations and ensure all service details are collected on behalf of the clients • Assist with the planning and finalization of client travel itineraries • Research hotel rates and room options as part of the trip planning process • Cross check and reconfirm client itineraries with vendors and partners to ensure accuracy prior to trip start date • Input/update and ensure accuracy of Client Itineraries information entered into Axus (Itinerary Software) • Input/update and ensure accuracy of information entered into Salesforce • Answer busy incoming phone calls, emails, and text messages in a professional and timely manner • Coordinate details of new and existing service reservations • Update reservations with changes and additions as needed • Assess what service details are missing and reach out to the Client Service Manager to collect as needed • Manage and prioritize a lengthy queue of daily/weekly tasks within Salesforce’s task list • Send daily reminders of upcoming services via email and text to clients and concierge • Exhibit utmost confidentiality with clients and client information • Accept and accurately process credit card payments and invoices for services rendered • Provide excellent customer service to clients • Other adhoc travel planning projects

• Provide day-to-day administrative support for the office such as scheduling, filing, preparing materials and documentation, facilitating meetings, drafting meeting minutes, drafting and tracking memos, ensuring that action items are followed up, filing, and correspondence control • Assisting with recruitment including drafting statements of work/job descriptions, shortlisting and interviewing candidates, conducting reference checks, and assisting with employee onboarding processes • Support operational startup of projects through organizational background checks, drafting agreements, and other tasks • Assist with financial planning, management, and reconciliation, including payment packages for management review • Track contract and agreements to ensure compliance with project and company policies, setting up systems for contract management • Coordinate personnel support and action requests for program-funded staff including but not limited to travel assistance, training logistics, and payroll support • Assist with developing and implementing strategies and processes that maximize the productivity of the company's employees and daily business functions • Work closely with higher level management to ensure that the activities of our organization are running efficiently • Support other operational and financial tasks as needed