Director: Compliance Operations

The Role

As a Director, Operations & Compliance Services, you will lead core compliance execution, audit, quality assurance and operational risk functions supporting WTW’s spending account administration business.
This role spans multiple functions including, but not limited to:

• ERISA claims and appeals
• Client review and audit of WTW services
• Fraud monitoring, response, and prevention
• COBRA
• Debit card services

This role is accountable for ensuring regulatory and fiduciary requirements are translated into executable processes and controls, delivery quality is validated through disciplined assurance and audit readiness, and operational readiness is enforced for changes impacting the business.

The role partners closely with Operations, Technology, Customer Service, Legal and Compliance to identify and address control gaps, support internal and external audits, and drive timely remediation. You will balance strong risk discipline with a practical, service‑oriented mindset to enable stable, scalable delivery for clients and participants.

Responsibilities

Compliance & Regulatory Execution

• Translate regulatory and fiduciary requirements (including ERISA, Medicare, HIPAA, ACA, OFAC, SOC, IIAS, COBRA etc.) into executable operational processes and controls.
• Partner with Legal and Compliance to ensure requirements are clearly understood, documented, and consistently applied by product and delivery teams.
• Maintain and evolve compliance documentation, standards, Role Based Access governance, and reference materials used across the business.

Compliance Operations Management

• Lead internal and external audit readiness activities, including coordination, evidence production, issue remediation, and follow‑through.
• Own execution and governance for ERISA appeals and client exceptions.
• Own fulfillment services including daily processing, inventory management, and fulfillment for Debit Card delivery, COBRA, and participant communications.
• Own revenue recovery for Medicare plan (Medicare Advantage, Medigap, and Part-D) enrollment.
• Act as an escalation point for audit findings, control gaps, and operational risk issues.

Role Based Access Governance

• Partner with Product and Technology on:

• Access governance and operational tooling issues

• Documentation standards and training enablement

• Release validation and operational readiness

• Support transition activities and in‑flight initiatives requiring operational stabilization or risk oversight.

Leadership Scope

• Acts as a delivery‑embedded Director influencing operational governance across the business unit.
• Accountable for multiple operational teams to Senior Management

The Requirements

Essential

• 10+ years of experience with tax advantaged benefits programs: HSA, FSA, HRA, Commuter, and Educational Assistance plans.
• Demonstrated leadership experience in benefits administration, reimbursement accounts, or health & welfare operations.
• Experience operationalizing regulatory and compliance requirements within a delivery environment.
• Experience supporting audit readiness, quality assurance, or operational risk programs.
• Ability to operate effectively in a matrixed organization and influence across functions.
• Demonstrated ability to effectively manage cross-functional teams with varied scopes, stakeholders, and deliverables while maintaining accountability and performance.

Desirable

• CEBS, GPA, RPA, CFC or equivalent certification related to employee benefit delivery.

Skills and Competencies

• Strong operational judgment and risk assessment
• Ability to translate regulation into executable delivery practices
• Clear, concise executive‑level communication
• Ability to effectively communicate with diverse clients and stakeholders
• Process discipline and quality mindset
• Comfortable enforcing standards, controls, and readiness expectations
• Continuous improvement orientation

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $100,000.00-$135,000.00 USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

If the position allows for flexible working:

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability/vets