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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.

Udaiveer Anand

Chief Financial Officer

Udai joined Further as CFO in February 2024 and is responsible for driving profitable growth of the business, working closely with our CEO and investors. He brings 20 years´ experience working in finance and the insurance industry, for large, global listed insurers (Aviva, RSA), as well as working for private equity backed insurance businesses, both as an M&A and financial advisor, as well as CFO and member of the Executive Committee. Udai is a qualified UK Chartered Accountant, having worked at PriceWaterhouseCoopers and Ernst & Young in the UK. He holds an MSc. in Economics and Finance from the University of Warwick, UK.

Mei Yan

Chairwoman, Greater China

Mei Yan built up Further’s business in Greater China and is currently Chairwoman of Further’s business there, with more than 20 years’ experience in insurance, finance and consulting. This includes MSH, Mercer Consulting and McKinsey.

Frank Ahedo

Chief Executive Officer

Frank’s expertise in developing turnkey insurance products with a focus on serious illness is guided by his vision for solutions that allow access to top quality international healthcare, regardless of geography. Under his leadership, Further has strengthened and built strong partnerships with leading insurance companies, international banks, multinational brokers and major corporations worldwide.

Antonio Lubrano

Group General Manager and Chief Financial Officer

Joining the Further team after 27 years in leadership roles at IBM around the world, Antonio brings extensive knowledge in developing and managing strategic, secure and high-performing processes, as well as far-ranging experience in financial operations and processes on an international scale.

Tatiana Macías

Head of Governance, Risk, and Compliance

Tatiana, as the Head of Governance, Risk, and Compliance, holds a pivotal role in our organization, overseeing the corporate governance framework, driving strategic initiatives, ensuring regulatory and legal compliance, managing risk, and fortifying internal controls. Her responsibilities extend across multiple countries, aligning policies with industry best practices. Additionally, in her capacity as the Company Secretary, Tatiana ensures comprehensive corporate compliance, safeguarding the organization’s integrity and ethical standards.

 

Previously Chief of Staff / Chief Operating Officer, ensuring Further’s operational excellence, Tatiana has also held senior leadership roles in Operations at Cigna, as well as key management roles with Swiss Re.

Ignacio San Miguel

Global Business Support Director

An experienced insurance director with a strong background in health and wellness, Ignacio has expertise in insurance operations, new market and product development, customer service and strategic planning. Ignacio drives Further’s business development objectives and handles new client opportunities alongside the sales and operations teams.

Damien Payne

Director of Corporate Solutions

As one of the company’s co-founders Damien has been a central part of Further’s growth from the beginning. He currently heads up the Corporate Solutions division providing innovative health products and services to large multinationals enabling those employers to deploy these healthcare benefits equally to employees across the globe.

Ekaterina Ogareva

Director of Business Development (Russia and CIS)

With 20 years’ experience in insurance Business Development, Ekaterina has held a number of directorships and senior roles in the insurance industry, including at Best Doctors, Marsh, Renaissance Life and AIG.

Ana Antunes

Global Head of Customer Operations

Ana is responsible for global Customer Operations and Medical Management, providing strategic, operational, and clinical leadership from product ideation to operational implementation. Ana works every day with a purpose: to make a positive impact on people’s lives and with a commitment to always deliver customer value. Ana previously held key management roles in the Health Insurance sector as well as in the clinical setting as Operating Room Head Nurse.

Nuno Mergulhão

Chief Information Officer

An experienced information technology leader with a strong background in pharmaceutical, industrial, and retail industries, Nuno has expertise in delivering on transformative technologies in areas like CRMs, ERPs, WCMS, Omnichannel and Cloud Computing on a local and global scale.

Yaan Cao

General Manager China

Yaan is responsible for managing Further’s business in China. He was part of the core team involved in the company’s entry into China and South East Asia and supported the business development in both regions.

Fernando Muñoz

Head of Business Transformation

Fernando contributes with strategic insights, business acumen and operational experience acquired through a long track of complex transformational programs in Accenture and Cigna, where he developed IT and Service Operations leadership roles in dynamic, global and business-challenging contexts.

Amanda Frayne

Chief Legal Officer

Amanda is our Chief Legal Officer and provides her strategic and commercially driven leadership and expertise to our business globally in all areas related to law, regulation, and compliance. Amanda has over 20 years’ international and cross border industry experience in legal, compliance, strategy, and transformation within a broad range of global industry sectors from insurance and technology to travel and customer engagement/loyalty. Prior to joining Further, Amanda established, led, and developed the global legal function at Collinson Group – a global privately owned group of companies spanning a range of sectors with over 1,700 employees, 1,500 clients and servicing over 400 million consumers globally.

Greg Jarzabek

Chief Digital Officer

Greg joined Further following their acquisition of Trustedoctor digital platform. He is responsible for digital transformation and digital stakeholders’ journey in Further products. Greg is an experienced co-founder with a demonstrated history of working in the health and wellness industry. Greg has previously held senior leadership positions in the financial industry at Mitsubishi UFJ and Merrill Lynch after graduating from Harvard Business School.

Nicola Carter

Chief Product Officer

Nicola has over 20 years’ experience in underwriting, product development and marketing in leading international insurance companies. At Further, she is responsible for developing innovative health-related insurance products & services and building sustainable relationships with our key reinsurance partners.

Joe Romanos

Global Head of Sales and Account Management

A lawyer by background, Joe started his career in insurance and health services after completing a Master’s in Global Management at the Antwerp Management School. Over the last 7 years, he has built a successful track record in several commercial functions, first as an individual contributor and, thereafter, as a leader. Joe joined Further in June 2022 to strengthen Further’s commercial capabilities and enable the team to deliver against the business’ growth ambitions.

John smith

CEO

Let’s face it, no look is really complete without the right finishes. Not to the best of standards, anyway (just tellin’ it like it is, babe). Upgrading your shoe game. Platforms, stilettos, wedges, mules, boots—stretch those legs next time you head out, then rock sliders, sneakers, and flats when it’s time to chill.Let’s face it, no look is really complete without the right finishes. Not to the best of standards, anyway (just tellin’ it like it is, babe). Upgrading your shoe game. Platforms, stilettos, wedges, mules, boots—stretch those legs next time you head out, then rock sliders, sneakers, and flats when it’s time to chill.Let’s face it, no look is really complete without the right finishes. Not to the best of standards, anyway (just tellin’ it like it is, babe). Upgrading your shoe game. Platforms, stilettos, wedges, mules, boots—stretch those legs next time you head out, then rock sliders, sneakers, and flats when it’s time to chill.

Let’s face it, no look is really complete without the right finishes. Not to the best of standards, anyway (just tellin’ it like it is, babe). Upgrading your shoe game. Platforms, stilettos, wedges, mules, boots—stretch those legs next time you head out, then rock sliders, sneakers, and flats when it’s time to chill.Let’s face it, no look is really complete without the right finishes. Not to the best of standards, anyway (just tellin’ it like it is, babe). Upgrading your shoe game. Platforms, stilettos, wedges, mules, boots—stretch those legs next time you head out, then rock sliders, sneakers, and flats when it’s time to chill.Let’s face it, no look is really complete without the right finishes. Not to the best of standards, anyway (just tellin’ it like it is, babe). Upgrading your shoe game. Platforms, stilettos, wedges, mules, boots—stretch those legs next time you head out, then rock sliders, sneakers, and flats when it’s time to chill.