TPA Oversight Manager

About the role

We are seeking a TPA Oversight Manager who will oversee the day-to-day performance of our Third-Party Administrator (TPA), ensuring service excellence, operational efficiency, and accountability across life insurance and annuity operations. This role requires strong operational leadership, a collaborative mindset, and a passion for delivering exceptional service through trusted third-party partnerships.

Responsibilities

• Lead TPA Oversight & Operational Excellence
• 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.

Requirements

• 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.

Qualifications

• 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.