Senior Post Issue Operations Analyst

POSITION OVERVIEW

This role will have responsibility for Global Atlantic processing and TPA Oversight of Post Issue policies, procedures, and strategies required for efficient administration of life insurance policies.  The role also supports both discretionary and production support related projects with analysis, requirements, and testing.  Successful incumbent will partner closely with operational teams, product, compliance and key vendor partners. 

PURPOSE:

• Leads the establishment of policies, procedures and strategies related to the efficient administration of life insurance policies.
• Ensures timely and accurate processing of Post Issue tasks.
• Drives continual improvement of the Customer Experience leveraging effective Quality and Audit controls.
• Analyzes system problems impacting business processes and develops recommendations to solve.
• Analyzes customer impact of system problems impacting business processes and develops and implements recommendations for remediation and customer communication.
• Supports Global Atlantic Legal and Compliance with Department of Insurance inquiries, regulatory audits and Market Conduct Exams.
• Optimizes Global Atlantic’s return, balancing strategic with operational procedures, risks, and expenses.

ACCOUNTABILITIES:

• Collaborates with GA and TPA partners responsible for day-to-day work and escalations related to Post Issue policies.
• Monitors service standards to adjust workflows and resources to meet performance standards.
• Analyzes service workflows and automated technologies to recommend process/system improvements that maximize operating efficiencies.
• Assists in the handling of exceptions, escalations, and complicated technical or complaint cases while weighing company philosophy, compliance, business risks, tax, regulatory ramifications and administrative costs.
• Supports special projects and system enhancements--providing production support as needed to include detailed subject matter expert research and analysis, writing of test scripts, system testing and documentation of new processes.
•  Serves as a technical writer by creating custom procedures, talking points, and customer correspondence. Facilitates the mailing and archival of correspondence in conjunction with project related remediation efforts.

KEY OUTPUTS:

• Builds and maintains strong working relationships with internal Operations team, TPA, Financial Professionals, other internal departments.
• Develops policies, procedures and training to guide TPA’s servicing of Global Atlantic’s business.
• Delivers training to both TPA and GAFG customer facing resources.
• Formulates and implements strategies to ensure timely, accurate and cost-effective customer service and processing.

KEY RELATIONSHIPS:

• TPA and Vendor-Provider Management
• External Financial Professionals
• Business Relationship Management Teams
• Operations teams including Contact Center, Knowledge Management, Quality and Risk
• Internal Audit and Risk management
• Compliance and Legal
• IT management

 KEY PERFORMANCE INDICATORS:

• Timeliness and accuracy (meeting or exceeding established performance expectations of the team).
• Enhanced customer service experience with accuracy, meeting deadlines, demands and emotions.
• Ability to effectively resolve escalated customer demands.
• Ability to recognize and manage confidential and sensitive data.
• Ability to research, detect and report issues posing an unacceptable risk.

QUALIFICATIONS:

• Bachelor’s degree or equivalent educational experience preferred.
• Five to seven years of experience, life/annuity experience or TPA vendor management experience preferred.
• Demonstrated knowledge of operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions.
• Leadership skills including demonstrated ability to lead through others and to influence large teams.
• Effective verbal and written communication skills including ability to influence others and communicate across all areas of the company.
• Ability to make decisions, use independent judgment, establish priorities, and work effectively on multiple initiatives simultaneously in a fast-paced environment.
• This role is not eligible for visa sponsorship now or in the future.

EXPERIENCE:

• 5+ years of experience in the Insurance or Financial Services Industry.
• Experience with risk management (audit, regulatory, legal, etc.).
• Experience analyzing, measuring and evaluating workflows, and processes.
• Proficient with Microsoft office products with focus (MS Word, Excel, PowerPoint).