Job description


  • Entry level
  • No Education
  • Salary to negotiate


 Job Description - Third Party Administrator Performance Manager (180006BU)  Third Party Administrator Performance Manager - 180006BU  
Location: Shurdington
The opportunity: 
Reporting to the Head of Operations, the TPA Performance Manager takes responsibility for ensuring that all Operational elements are working in line with requirements for their designated TPA. Responsible for:

Ensuring that the defined processes in place are maintained and subject to continuous improvement activity to support decision making.

Supporting change programmes/projects to add operational value to our business & ensure operational input is enabled & excellence is embedded.  Collaborative working with all stakeholders to ensure on time delivery, quality and budget achieved.

Adhering to the Governance frameworks that are in place including testing and reporting of compliance is completed in a timely manner.

Ensuring that meaningful Performance Metrics are in place to manage Third Party Suppliers to achieve retail targets.

Ensuring that the customer experience delivered by the TPA is in line with expectations and that processes are in place to measure, monitor and improve this. 

Ensuring all operational issues are identified, logged, investigated, resolved & escalated as appropriate.
Key Responsibilities: 

Ensure that all operational elements for their Segment areas are working in line with Customer / Stakeholder requirements, design principles, KPIs and relevant Governance. 

Working with Head of Operations to deliver customer and stakeholder requirements.

Support in the management of operational performance of critical outsourced TPA providers in line with agreed KPIs and Control Frameworks with support from wider expert Operational teams e.g. Sourcing & Standards 

Ensure an effective Control Environment is developed and maintained to provide assurance that appropriate controls are in place and first Line of Defence activities are appropriately completed in support of Group, Regulatory and Statutory requirements.
Your skills and experience:

Ideally 3+ years specific Operations experience in large scale customer facing operations

Extensive knowledge of the customer experience & enablers to this

Firm understanding of Contact Centre & Back Office operational metrics

Understanding of Financial Services regulations and ethical and compliance rules 

Business planning and operational delivery techniques

Expert operational planning skills

Problem solving, decision making and judgement skills

Excellent communication, influencing and negotiation skills

Management and proven delivery of Projects /Change Workstreams

Ability to work within and navigate across all functions within UKGI
The Reward:
Zurich offer a flexible benefits package to suit your lifestyle; plus you will receive an annual company bonus subject to performance, free travel insurance for 12 months and a 12% employer contribution pension scheme. We're also happy to consider flexible working arrangements and welcome applications from everyone. As part of our commitment to charity we offer employees three volunteering days per year
Who we are:
With about 55,000 employees serving customers in more than 170 countries we aspire to become the best global insurer as measured by our shareholders, customers and employees. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. The success of our business is built on the contributions of our highly talented employees - people who work every day to position us at the forefront of the insurance industry. We therefore look to hire great people and we encourage those people to give their best.
You’ll feel the support of being part of a strong and stable company. A long-standing player in the insurance industry, we make every effort to address the career development needs and plans of our employees to ensure their success in the future.
Further information:
At Zurich, we aim to have a diverse mix of employees that reflects our customers and the communities in which we live and work. Our diversity and inclusion initiatives are shaping an environment where everyone feels welcome, regardless of age, gender, religion, ability, culture, sexual orientation or mental health status. Our approach ensures that Zurich is a place

About the company

Swiss insurance company, commonly known as Zurich, headquartered in Zürich, Switzerland. The company is Switzerland's largest insurer.

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