Job
Description
Role: Service Support Manager SSDM/SDM Operations 13+yrs of experience in Operations. Should have 5+yrs of experience in Insurance operations (except Life insurance), preferred P&C. Team handling experience is mandatory. Should have 7+yrs of experience in Team handling. Open positions: 2 Location: Bangalore. SDM -Operations (Mumbai) Should have 5+yrs of experience in US healthcare insurance. Team handling is not mandatory. This will be a IC role. Open positions:1 Location : Mumbai Position Summary: The Service Support Manager plays a crucial role in developing and maintaining strong relationships between branch and service teams to better serve our customers, manage marketing strategies, and ensure timely delivery of services. The ideal candidate will possess a solid background in US health insurance, exceptional analytical skills, and the ability to communicate effectively with various stakeholders. Key responsibilities include: Relationship Management: Build and nurture strong relationships between branch and GCoE service teams to deliver on client needs and expectations. Industry Awareness: Stay updated on industry trends and best practices in service support to continuously enhance processes and procedures. Product Knowledge: Understand various health insurance plans, coverage options, and regulations to effectively advise clients and ensure compliance with industry standards. Organizational Skills: Manage multiple client accounts and deadlines, utilizing strong organizational and time management skills to ensure efficient task completion. Ethical Standards: Uphold high ethical standards and maintain professionalism in all interactions with clients, colleagues, and insurance carriers to build trust and credibility. This role requires a proactive approach to problem-solving, keen attention to detail, and a commitment to excellence in execution. Primary Responsibilities: This position is essential for driving excellence in service support and fostering a collaborative work environment. Primary Point of Contact: Serve as the main liaison for the branch (US onshore) and GCoE teams, anticipating needs and proactively delivering excellent client service. Client Renewal Management: Oversee the entire renewal cycle including all applicable policies or lines of coverage, ensuring a seamless client experience from implementation to completion of renewal. US Health Insurance Expertise: Lead comprehensive renewal activities and ensure alignment with best practices, leveraging in-depth knowledge of US Health Insurance regulatory standards, guidelines, policies, and procedures. Regulatory Compliance: Ensure strict adherence to US Health Insurance regulations across all activities. Relationship Management: Foster strong relationships with onshore branch staff to enhance customer experience and collaboration. Internal Coordination: Work effectively with internal operations teams to ensure timely completion of renewal activities, optimizing workflows and service delivery. Query Resolution: Address queries efficiently to minimize rework and enhance operational efficiency. Risk and Issue Management: Identify and address risks and issues proactively, employing strategic problem-solving skills to drive successful project completion. Time Management: Demonstrate exceptional organizational skills, managing multiple tasks independently and efficiently. Additional Responsibilities: Initiative and Effective Communication: Exhibit initiative and possess exceptional presentation, writing, and communication skills to clearly and persuasively convey ideas and information to diverse audiences. Proactive Problem-Solving: Demonstrate self-reliance and a proactive approach, taking ownership of challenges and employing creative problem-solving skills to develop effective solutions. Industry Experience: Leverage experience with US health insurance carriers such as Aetna, SunLife, Symetra, Voya, Optum, Blue Cross Blue Shield, Delta Dental, or MetLife to navigate industry standards effectively. Renewal Documentation Expertise: Learn and manage the completion of renewal documentation, including Census, SBC, SPD, Carrier Proposals, Enrollment Materials, Contracts, Certificates, and Policies. Skills and Competencies: Previous experience in the US health insurance industry. Strong financial acumen with a background in analysis or underwriting. Proficient in Excel, including advanced skills in pivot tables, VLOOKUPs, and formulas for census reviews. Excellent critical thinking skills and problem-solving abilities. Outstanding written and verbal communication skills in English. Ownership and Accountability Licenses/Certificates: US Health Insurance Domain certification will be added advantage Ex- ACSRL Work Experience: 1. Graduate with 5 years of experience in an Health Insurance domain (Employee Benefits) 2. Health Insurance certification 3. Transition/onboarding of service 4. SPOC - Single Point of Contact role for operations 5. Onshore travel experience good to have 6. Valid U.S. Visa good to have
