Job Description: This role manages Account Management and Client Service Consultants associates for a Specialty Market service team leading the Third-Party Administrator (TPA) relationships. Drives quality broker, general agent (GA) and customer service experiences and secures profitable revenue through the management of internal customer unit resources. Must thrive in a fast-paced environment. Job Responsibilities: Works with Regional Market Service and Implementation on case transitions on and off TPA platforms. Responsible for process improvement, developmental assignments, coaching/counseling and day to day management. Motivates staff with appropriate recognition and feedback. Manages, establishes, encourages and builds strong business relationships with partners, especially Sales, to deepen customer, broker and GA relationships. Works closely and partners with Sales leadership to drive customer experience, retention and growth. Manages internal work teams to assure timely and accurate preparation and delivery of all services, including preparation of benefit plan objectives and analyses, trend studies, normative research, renewal and financial reports, SPDs, and/or contracts, etc. Manages discussion around workload balancing and team delivery via huddles and huddle boards. Ensures appropriate time tracking by associates to drive demand and capacity management. Drives accountability of his or her team by managing and monitoring key metrics and business outcomes across teams including customer and broker satisfaction, due and unpaid bills and all other operational metrics. Partners with internal resources such as actuarial, IT, and claims functions to ensure timely, accurate delivery of services to customers and brokers; manages delivery of services provided by external vendors. Manages all aspects of end to end customer, broker and TPA servicing. Manages a team of account managers and client service associates to ensure high customer satisfaction and profitable persistency. Works directly with multiple customers, brokers, general agents (GAs) and TPAs and manages all assigned TPA relationships through the team. Works directly and closely with multiple relationships, developing and executing on account plans and stewardship meetings. Responds to requests and initiates contact in anticipation of emerging concerns and issues. Handles escalated customer and broker issues for assigned book of business and TPA relationships. Anticipates operational problems and identifies opportunities for improvement through detailed knowledge of TPAs’ businesses. Identifies and leverages best practices across platforms/business and manages change to continue to develop and deploy improvements to the service model. Oversite and management for the AM onboarding of newly acquired TPAs and GAs. Holding TPAs accountable in adhering to their TPA agreement requirements. Works closely with the Third-Party Activation team on entities who have grown from enrollment firms to TPAs offering billing and remittance functions. Job Requirements: Demonstrated experience with operations management role, including people management, project management, change management executing on key metrics activities High school diploma Competencies: Focus on customers, manage performance successfully, negotiation skills, relationship building, talent development, change management 4-5 years people management/leadership experience 5 plus years of relevant business experience Job Details: Company: MetLife Vacancy Type: Full Time Job Location: Tampa, FL, US Application Deadline: N/A Apply Here vacancyoptions.com
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