Director, Strategic Partnerships

Dir Product Management - EM06AE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

Reporting to the Head of Product and Underwriting Shared Services, we are seeking an experienced individual to provide strategic oversight of our Strategic Partnerships Organization which is responsible for developing the overall strategy, design and management of approximately 50 TPA and Service Vendors relationships supporting our Employee Benefit's front-end sales and claims processing operations. The ideal candidate will have a proven track record in successfully negotiating services, formulating contracts with appropriate performance guarantees, establishing and managing operating expense budgets and ensuring adherence to service level agreements and operating guidelines in support of over $400M of premium transactions across 1M insureds. This role requires a strategic thinker with excellent communication skills to foster strong relationships with TPAs, Vendors and internal operational teams.

• Develop and implement TPA strategies to align with the organization's goals and industry best practices.
• Stay informed about industry trends, regulatory changes, and emerging technologies to ensure the TPA remains competitive and compliant.
• Oversee the TPA's operational performance, ensuring efficiency, accuracy, and timely delivery of services.
• Report out TPA results to senior leadership and external auditors on a periodic basis.
• Act as cyber focal for all cyber events, manage corrective actions and provide executive level debriefs.
• Develop business resiliency plans based on risk exposure profiles.
• Team Management:
• Lead, mentor, and motivate a team of TPA / Vendor Management professionals and support staff.
• Conduct performance evaluations, provide feedback, and identify training needs to enhance team skills and capabilities.
• Foster a positive and collaborative work environment that promotes teamwork and productivity.

• Develop and implement best practices for management across all TPAs.
• Build and maintain strong relationships with internal/external partners, understanding their needs and expectations.
• Conduct regular audits of TPA operations to ensure compliance with company standards and regulatory requirements.
• Provide expert guidance on complex claims and support TPAs in the resolution of high-exposure cases.
• Collaborate with internal teams, including sales, underwriting, actuarial, product, legal, claims and operations to align all procedures with company objectives.
• Act as a primary point of contact for internal/external partners, addressing their inquiries and resolving issues.
• Provide regular updates to internal/external partners on the performance of the TPAs / Vendors.
• Identify and mitigate potential risks associated with TPA / Vendor operations.
• Work with legal and compliance teams to address any issues that may arise.
• Review and approve authority levels for claims settlements, ensuring they are in line with company policies.
• Strive to incorporate AI/automation to enhance current processes.

• Proven track record of managing all aspects of TPA / Vendor relationships and strategy.
• Serve as the primary point of contact for TPAs, fostering strong relationships and effective communication.
• Manage key relationships with senior leaders at the TPAs / Vendors to ensure all processes are being handled in line with service level agreements and quality expectations.
• Lead executive level stewardship meetings to discuss performance metrics, areas for improvement, and strategic planning.

• Manage the TPAs / Vendors expense budgets and ensure financial performance aligns with the organization's goals.
• Monitor key performance indicators (KPIs) to track the TPA's performance and identify areas for improvement.
• Lead the negotiation of services, contracts, and service level agreements for all TPAs utilized by EB to ensure cost-effectiveness.
• Oversee the performance of TPAs to ensure adherence to service level agreements and claim handling guidelines.
• Analyze data to identify trends, areas of risk, and opportunities for cost savings.

• Bachelor's degree in Business Administration, Finance, or a related field. An advanced degree in a related field is preferred.
• Minimum of 7-10 years of TPA Management / front-end sales / back-end claims handling background working directly for a TPA or managing a carrier/program/TPA relationship is a plus.
• Proven track record of effectively managing TPAs and improving claims handling processes.
• Claims operations experience with the ability to drive process, best practices, and operational strategy from both an operational and technical perspective.
• Strong critical thinking skills, with the ability to influence others when needed.
• Excellent organizational, desk management, and prioritization skills with the ability to work independently and as part of a team.
• Must be positive, self-motivated, and possess strong interpersonal, communication, and presentation skills.
• Solution-oriented team player with a strong relationship management skill set working with both internal and external stakeholders and customers.
• Proficiency in Microsoft Office Suite.
• Ability to travel as needed.