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TPA Oversight Manager – Customer Operations

Madrid | Teleworker | Full Time

Further is a specialist international underwriting agency with a mission. We believe that anyone with a serious illness should be able to have the very best treatment from leading hospitals and specialist clinics around the world.
We create innovative healthcare insurance products that create competitive advantage; they maximise sales, improve loyalty and increase customer retention.

TPA Oversight Manager – Customer Operations

We are looking for an experienced operations manager who brings primarily customer operational expertise, ideally within the health insurance sector and in the management of Third-Party Administrators.

You will be responsible to settle, monitor and manage the relationship and service delivery with more than 12 TPA’s across different Eastern European countries. Reporting to the COO, you will play a critical role in delivering the TPA Strategy within the overarching Customer Operations Strategy.

You will work closely with the operations teams providing pragmatic TPA solutions, ensuring appropriate governance and process management, reporting, as well as the appropriate set up of our outsourced service delivery to secure a 5-star customer experience.

As our TPA Oversight Manager – Customer Operations you’ll get to:

  • Accountable for the global TPA oversight
  • Driving Due Diligences to be performed with new partners, as well as driving audits with existing partners
  • Review the operating model and redesign the collaboration strategy with Strategic Partners to secure a 5-star customer delivery
  • Negotiate MSA and SLA’s
  • Monitor and review performance (TPA’s as well as Further’s towards TPA’s)
  • Deliver executive summaries on performance, complaints, KPI’s market adequacy to the Executive Management
  • Handle day to day queries and issues from TPA’s
  • Manage Service delivery related projects representing the TPA related workstream
  • Identify operational risks and design an appropriate monitoring framework, as well as corrective measures

We’d love to meet someone who:

  • University Degree in Business Administration, or Legal
  • 5+ years’ of professional in similar role, ideally from an international L&H insurance oriented business
  • Passionate about high quality service delivery and experience in managing customer service and service delivery related functions
  • Strong interpersonal and communications skills
  • Strong negotiations ability
  • Experience on collaborating and communicating with an international team
  • Strong organizational and structural capabilities, ability to focus and delivery with discipline
  • Excellent written and verbal communications skills in English
  • Strong analytical mind-set
  • Detail oriented with attention to quality and can-do spirit
  • Appetite to go for an extra-mile – work smart mindset to manage workload
  • Ability to multi-task, organize and prioritise work

We believe passionately that employing a diverse workforce is central to our success. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital, or disability status.