POSITION SUMMARY: The Manager, Compliance Services is responsible for the day-to-day operations, execution quality, and people leadership of the Compliance Services function. This role ensures that all work required to support implementation, service delivery, and retention is completed accurately, on time, and in alignment with business priorities. This leader manages the front-line Compliance Services team, oversees workflow and queue health, ensures adherence to service standards, and supports escalation resolution. The Manager plays a critical role in enabling revenue outcomes by ensuring consistent, high-quality execution across all Compliance Services activities. Primary outcome: Deliver reliable, high-quality Compliance Services execution through strong team leadership, operational discipline, and consistent service performance. SCOPE OF RESPONSIBILITY (What the role owns):

• Day-to-day Compliance Services operations and execution
• Direct people leadership for Compliance Services team members
• Work allocation, workload balancing, and queue management
• Quality assurance, output accuracy, and service consistency
• Escalation handling and issue resolution
• Training, onboarding, and team development
• Documentation discipline and workflow adherence
• Operational reporting and visibility into team performance

KEY RESPONSIBILTIES (What the leader does to delivery results): Team Leadership & Development

• Lead, coach, and develop Compliance Services team members
• Set clear expectations, reinforce accountability, and address performance gaps
• Support onboarding, training, and ongoing development

Operational Execution & Workflow Management

• Manage daily workflow, case queues, and execution priorities
• Ensure work is assigned appropriately and completed within service timelines
• Balance team capacity and adjust workloads to meet demand

Quality & Service Delivery

• Ensure accuracy, completeness, and consistency of all team output
• Monitor quality trends and implement corrective actions as needed
• Reinforce service standards and execution discipline

Process & Documentation Discipline

• Ensure workflows are documented, repeatable, and consistently followed
• Maintain strong documentation practices across all work
• Support continuous improvement of processes and tools

Escalation Management

• Own resolution of client and internal escalations
• Identify root causes of recurring issues and implement improvements
• Escalate risks proactively to leadership when needed

Cross-Functional Coordination

• Partner with Robin and cross-functional teams to support implementation and delivery
• Provide visibility into execution risks, constraints, and capacity
• Ensure alignment between execution and business priorities

CORE COMPETENCIES (How the leader leads & performs):

• People leadership
• Operational execution
• Workload and queue management
• Quality assurance
• Escalation management
• Coaching and development
• Process discipline
• Communication and accountability

WHAT SUCCESS LOOKS LIKE:

• The Compliance Services team delivers work accurately and on time
• Queue health and workload distribution are actively managed
• Quality issues and rework are minimized
• Escalations are resolved quickly and effectively
• Team members are supported, accountable, and improving
• Execution is consistent, predictable, and aligned to business needs

REQUIRED QUALIFICATIONS:

• Bachelor’s degree preferred or equivalent experience
• 4–7+ years of experience in operations, compliance services, implementation, or client service
• Prior team leadership or supervisory experience preferred
• Strong organizational and process management skills
• Ability to manage multiple priorities in a fast-paced environment
• Benefits, compliance, or insurtech experience preferred