Job Description

We’re seeking a Vice President of Employee Benefits Sales to drive growth and lead strategic sales initiatives across our benefits portfolio. In this role, you’ll build and expand client relationships, deliver tailored benefits solutions, and partner closely with leadership to capture new market opportunities and exceed revenue goals.

About Guardian Life of the Caribbean Limited
Guardian Life of the Caribbean Limited leads the charge in Life, Health, and Pension solutions throughout the Caribbean Region. Our unwavering mission is to cultivate financial freedom for our stakeholders through transformative interactions, fuelled by the relentless power of technology. With innovation at our core, we strive to redefine the landscape of financial services, empowering individuals, and businesses alike to pursue their dreams with confidence and security.

To lead and optimize the Employee Benefits business operations, ensuring sustainable profitability, strong client, agent, and broker relationships, and a seamless end to end service experience across Group Health, Individual Health, and Group Life portfolios. To drive operational efficiency, claims accuracy, and digital transformation through the effective use of Real-Time technologies and process automation, while maintaining regulatory compliance, service excellence, and alignment with the company’s strategic objectives across all territories of operation.

JOB RESPONSIBILITIES:
1. Client and Broker Relationship Management
• Maintain strong, strategic partnerships with brokers, agents, internal stakeholders, and group clients, ensuring service delivery is characterized by quality, responsiveness, and trust.
• Conduct regular service and relationship reviews with key clients, agents, and brokers to assess satisfaction, identify and resolve pain points, and implement corrective actions within agreed timelines or turnaround targets.
• Establish, implement, and monitor Service Level Agreements (SLAs) for all major client segments, ensuring they are current, measurable, and aligned with evolving expectations and business standards.
• Develop and execute structured feedback mechanisms, including Net Promoter Score (NPS) tracking and client satisfaction surveys, to measure service performance and drive continuous improvement.
• Collaborate cross functionally with Operations, Claims, Finance, and IT teams to ensure that feedback insights are translated into actionable service and process enhancements.

2. Operational and Service Excellence
• Provide strategic oversight of all Employee Benefits operational functions, ensuring efficient delivery of Group Health, Individual Health, and Group Life services across all territories.
• Ensure accurate, timely, and compliant claims processing, meeting or exceeding established TAT and quality standards while minimizing rework and error rates.
• Drive the expansion and optimization of Real Time Adjudication (RTA) and other digital tools to reduce manual claims processing, improve accuracy, and enhance the client and provider experience.
• Continuously assess and optimize operational workflows, implementing process improvements, automation opportunities, and technology enhancements that enhance efficiency and service consistency.
• Develop, monitor, and enforce operational service standards, ensuring adherence to procedures, controls, and regulatory requirements.
• Implement performance dashboards and reporting frameworks to track compliance, accuracy, and operational efficiency.
• Collaborate closely with Claims, IT, Finance, Actuarial, and Customer Experience teams to ensure seamless end to end service delivery.
• Lead operational risk management activities, ensuring adherence to internal controls and regulatory mandates.

3. Profitability and Performance Management
• Oversee portfolio profitability (detailed by plan/client, broker, agent etc.) by monitoring claims experience, administrative expenses, and utilization trends.
• Collaborate with Actuarial, Underwriting, Finance, and Claims teams to analyze cost drivers, utilization patterns, and loss ratio movements, and recommend corrective interventions.
• Provide data driven insights to support pricing, underwriting, and renewal strategies.
• Ensure robust premium management, including accurate billing, timely premium collection, and effective oversight of arrears.
• Monitor and manage operational expenditures, ensuring disciplined cost control and resource utilization.
• Develop and present performance dashboards and periodic reports for senior leadership.
• Lead or support cross-functional initiatives aimed at improving claims containment, enhancing provider cost efficiency, and optimizing overall portfolio performance.
• Ensure alignment of operational strategies with annual budgets and long-term financial objectives.

4. Provider Network Oversight
• Provide strategic leadership of the regional provider network, ensuring cost effective, high quality healthcare access across all territories.
• Monitor provider performance, utilization patterns, cost trends, and service quality to identify opportunities for improvement.
• Develop and maintain strong partnerships with providers, fostering trust, alignment, and consistent adherence to service and quality standards.
• Negotiate and manage provider agreements with competitive fee structures and performance based terms.
• Drive adoption of RTA technology across the provider network, increasing efficiency and accuracy of claims submissions.
• Lead provider audits and reviews to ensure compliance with operational, financial, and regulatory expectations.
• Collaborate with Claims, IT, Compliance, Actuarial, and Customer Experience teams to support effective network management and cost containment.
• Continuously assess and strengthen network adequacy in alignment with client needs and market trends.

5. Data, Technology, and Automation
• Champion the digital transformation of Employee Benefits operations.
• Expand and optimize RTA and other automation tools to drive efficiency and accuracy.
• Oversee the development and use of analytics dashboards to monitor performance trends and support predictive insights.
• Collaborate with IT, Project Management, Claims, and Operations teams to implement system enhancements that improve operational scalability.
• Ensure data integrity, security, and reliability across all EB systems.
• Identify automation opportunities that streamline workflows and enhance service delivery.
• Promote a culture of digital adoption and equip teams with technology tools and training.
• Drive continuous improvement of digital processes to align with industry best practices.

6. People Leadership and Development
• Provide strategic leadership to multi territory teams, fostering a culture of accountability, collaboration, and service excellence.
• Develop and execute a talent strategy that strengthens technical expertise in claims, service, analytics, and digital capabilities.
• Establish clear performance expectations and KPIs aligned with corporate objectives.
• Lead coaching, mentoring, and development initiatives to build capability and enhance leadership pipeline strength.
• Ensure effective workforce planning, succession management, and resource allocation across territories.
• Promote an inclusive, engaging, and innovative work environment.
• Lead change management efforts to support digital adoption and evolving service models.
• Partner with HR to ensure consistent application of policies, performance evaluations, and recognition programs.

7. Compliance, Governance, and Risk Management
• Ensure full compliance with regulatory requirements, insurance legislation, and internal corporate policies across all territories.
• Maintain governance frameworks that reinforce disciplined operational practices, data protection, and internal control effectiveness.
• Identify, assess, and manage operational risks, implementing mitigation strategies and escalation protocols.
• Oversee internal and external audits, ensuring timely remediation of findings.
• Collaborate with Legal, Compliance, Risk, and Internal Audit teams to respond to emerging regulatory changes.
• Ensure ethical handling and protection of client, provider, and corporate data.
• Implement controls ensuring accuracy in claims adjudication, premium management, provider payments, and service reporting.
• Promote a strong compliance and risk-aware culture across the Employee Benefits function.

EDUCATION AND EXPERIENCE:
• Bachelor’s Degree in Business, Management, Finance, or related field (required)
• Master’s Degree or MBA (preferred)
• 7–10 years senior leadership in Employee Benefits, Health Insurance, or Financial Services operations
• Proven multi-territory operational leadership
• Demonstrated success in digital transformation and automation initiatives
• Strong financial, actuarial, or analytical background
• Experience leading claims, provider management, or service operations

ADDITIONAL REQUIREMENT:
As a regulated entity with obligations under the Know Your Employee guidelines, a Certificate of Character is required.

PERSON SPECIFICATION:
The Vice President – Employee Benefits Sales must be able to effectively manage time and resources and use his / her initiative to achieve stated objectives. The individual must be flexible, highly adaptive to changes in the organization and possess excellent interpersonal and a strong customer service focus where the objective is to develop a client oriented culture. Extreme attention to detail and written documentation also required.

Applications will be treated with the utmost confidentiality.