Support the Operations team by providing strategic oversight of Third Party Administrator (TPA) business activities for the Globe Life Benefits (GLB) team to insure compliance, processing, record-keeping, service and reporting standards/requirements are met.
- Work with TPAs and internal stakeholders to insure timely initiation and completion of Quarterly Risk Review, Annual Business Review and Annual claims reporting processes.
- Review SLAs, business reports, annual audits, and other key metrics to ensure service standards are being met and identify areas for TPAs to achieve incremental improvement in service levels and business processes.
- Use inquiry, data, and problem-solving skills to understand and resolve difficult or complex issues when identified.
- Develop, document, and enact measurable action plans to address areas identified for improvement.
- Monitor TPA compliance with risk management activities, such as mandatory annual training for TPA personnel, and quarterly/annual risk reviews and reporting.
- Schedule and lead Quarterly Business Reviews and participate in regular and ad hoc meetings with TPA partners including to support on-going development and improvement of administrator relationship and service levels.
- Support development and utilization of the GLB Data Lake, Salesforce, and Tableau to manage workflows and provide strategic business insights and meaningful information to the Senior Executive Team, TPA Relationship Managers and Key Accounts Team.
- Document and distribute procedures, policies, and regulations to insure consistent delivery of Globe Life products and services.
- Monitor business activities to ensure compliance with SOX and underwriting control standards, claims control standards, and other standards related to customer relationship management.
- Maintain database of TPA capabilities and services for reference in creating RFPs and use by the GLB internal sales team.
- Oversee the GLB network drives to ensure documented processes and privacy standards are being followed.
- Support the team with other activities as needed; this may include organizing or cleaning up files, analyzing and correcting identified errors in TPA reporting, other data analysis, developing and documenting policies, procedures, and workflows, etc.
- Carry out additional responsibility as individually notified, either through your objectives or through the learning management system.
Required Skills
- Understands business strategy and the work of the other departments within the organization and able to work with multidisciplinary teams in order to define requirements and/or deliver a project successfully
- Sees the big picture and successfully develops plans to guide strategic initiatives through to implementation
- Solid background and experience with group administrative platforms and billing including complex case installation and complex issue analysis and resolution.
- Solid understanding of group insurance and supplemental/voluntary insurance industry
- Well organized and efficient; detail oriented; proficient at documentation
- Professional presentation skills
- Proficient with internet research skills and Microsoft office, and Salesforce, data analytic and reporting tools
- Managing resources effectively
- Industry and product expertise, including finance and risk-management
- Problem solving; systemic process evaluation and improvement
- Purposeful communication and proficient customer-facing communication skills
- Broad-based thinking; Business Awareness; Corporate thinking
- Team Leadership/Coaching Skills (with both internal and external stakeholders)
- Values, supports, and exemplifies GLB cultural values of teamwork, trust, gratitude and respect.
Required Experience
- Recognized subject matter expert in job area with higher education or equivalent work experience
- Minimum of 10 years’ experience with Group Insurance products, financial perspective, group administration, all aspects of external customer service, and working knowledge of product policies, contracts, audit and oversight.
- Previous experience working with Third Party Administrators, third party outsourcing and vendor management required
- Proven track record of leadership in all aspects of TPA relationship management and administration systems platforms and automation, including online UX and UI.
- Proven knowledge of group insurance products, group underwriting principles, product cycles, claim trends, and loss ratios.
- Experience and understanding of enforcing industry, state, and federal compliance with marketing communication, sales support, and all customer interactions.
- Demonstrates ability to manage large projects or processes with limited oversight from manager in a collaborative, multi-disciplinary team environment.
Preferred skills:
- Familiarity with Salesforce and Tableau, Cloud Data Management
- Minimum of 5 years of experience in Group Insurance environment in a management role