Job Description
About Us:
We’re a fast-growing, privately held insurance company on a path to become a leading U.S. retail platform. We believe every client and customer relationship holds the potential to grow into something greater—and the same is true for our people. As we grow, we’re redefining how great talent connects with meaningful work—enabling our ambitious strategy while building a culture of high performance, creativity, and partnership. If you're energized by building strong vendor partnerships, driving operational excellence, and turning data and insights into better outcomes for customers and the business, you'll thrive here!
About the Role:
We're looking for a TPA Oversight Manager who brings strong operational leadership, a collaborative mindset, and a passion for delivering exceptional service through trusted third-party partnerships. In this role, you'll lead a team responsible for overseeing the day-to-day performance of our Third-Party Administrator (TPA), ensuring service excellence, operational efficiency, and accountability across life insurance and annuity operations. You'll partner closely with internal stakeholders, including Operations, Product, Compliance, Marketing, and executive leadership—as well as our TPA and key vendor partners to monitor performance, drive continuous improvement initiatives, resolve complex operational challenges, and deliver meaningful insights that support business objectives and an outstanding customer experience.
What You’ll Do:
Lead TPA Oversight & Operational Excellence
• Lead the day-to-day oversight of our Third-Party Administrator (TPA), ensuring service levels, quality standards, and operational performance consistently meet business expectations.
• Build strong partnerships with TPA leadership to address issues, resolve escalations, and drive continuous improvement across life insurance and annuity operations.
Lead and Develop a High-Performing Team
• Provide leadership, coaching, and direction to the Service team, fostering collaboration, accountability, and a positive, customer-focused culture.
• Manage workload allocation, performance expectations, and professional development to ensure the team is positioned for success.
Drive Performance Through Data
• Develop and deliver meaningful operational reports, dashboards, and performance metrics that provide visibility into service levels, staffing needs, trends, and business results.
• Analyze operational data to identify root causes, recommend solutions, and support informed decision-making by leadership.
Strengthen Governance & Quality
• Ensure work performed by the TPA and internal team members meets quality standards, regulatory requirements, and established operating procedures.
• Maintain strong internal controls, monitor compliance with administrative guidelines, and identify opportunities to improve consistency, accuracy, and risk management.
Partner Across the Business
• Collaborate closely with Operations, Product, Compliance, Marketing, Distribution, Sales, executive leadership, and key vendor partners to support strategic initiatives and deliver exceptional customer outcomes.
• Serve as a trusted operational partner, providing expertise and guidance on servicing processes, operational challenges, and business priorities.
Champion Continuous Improvement
• Lead and support cross-functional initiatives focused on automation, process redesign, and operational efficiency.
• Identify opportunities to streamline workflows, enhance the customer experience, and improve the effectiveness of TPA oversight and service operations.
What You’ll Bring:
• 5-7 years of experience in life and annuities preferred with 3-5 years of management experience.
• Prior experience working directly with a TPA provider.
• Demonstrated knowledge of operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions.
• Knowledge of annuity products; fixed, indexed and variable.
• Excellent verbal and written communication skills, at all levels of the organization
• Ability to effectively interact/interface with external parties – TPA partners, customers, and vendors.
• Utilize strong critical thinking skills to effectively solve problems.
• Ability to work in a complex and innovative environment.
Core Competencies:
• Operational Excellence: Drives consistent, high-quality service delivery through disciplined oversight, process optimization, and continuous improvement.
• Partnership Management: Builds trusted relationships with TPAs, vendors, and internal stakeholders to achieve shared business objectives.
• Leadership: Develops and empowers high-performing teams through coaching, accountability, and a collaborative, customer-focused culture.
• Communication: Communicates clearly, confidently, and effectively with team members, business partners, and executive leadership.
• Analytical Thinking: Leverages data, performance metrics, and root cause analysis to solve problems and drive informed decision-making.
• Strategic Execution: Balances day-to-day operational priorities with long-term initiatives that strengthen service delivery and business performance.
• Accountability: Exercises sound judgment, manages risk, and ensures compliance with regulatory requirements, internal controls, and service standards.
• Adaptability: Thrives in a dynamic environment by embracing change, leading through ambiguity, and continuously seeking better ways to serve customers.
