Director of Policy Owner Services

Zurich is hiring a Director of Policy Owner Services for our Kansas Virtual office. In this role, you will oversee Policy Owner Service functions provided by strategic Third-Party Administrators (TPAs) and manage a team who provides oversight across various life insurance blocks of business supported by TPAs. You’ll drive operational excellence and ensure that our TPAs consistently deliver great outcomes for our customers.

Key Responsibilities Include:

• Direct and manage a team who focuses on customer service and claims oversight provided by strategic TPAs.
• Develop, refine and implement business processes to ensure TPAs consistently meet Zurich’s operational and performance standards.
• Set clear expectations for TPAs, monitor ongoing performance, and identify areas for improvement. Proactively address compliance issues and escalate persistent patterns to senior leadership for resolution.
• Lead improvement and standardization projects with TPAs to optimize operational delivery.
• Analyze data from multiple sources to spot trends and understand how different scenarios impact customer service and TPA performance. Use these insights to recommend changes that drive positive outcomes for both Zurich and our customers.
• Collaborate with stakeholders to define business needs and requirements for process or system changes. Lead implementation efforts that enhance business outcomes, customer experience, and operational efficiency.
• Address challenging business issues and develop tailored solutions that meet customer needs and business constraints, improving service and performance.
• Build strong, ongoing relationships with agents, brokers, and TPAs to identify opportunities for improvement and drive operational standardization.
• Work across teams to enhance business delivery, focusing on improved customer service, cost efficiency, and higher levels of standardization.
• Provide guidance and support to customer service representatives on TPA teams to address complex issues, ensuring challenges are resolved efficiently and in line with Zurich’s standards.

 Basic Qualifications:

• Bachelors Degree and 7 or more years of experience in the Policy Owner Service area
  OR
• High School Diploma or Equivalent and 9 or more years of experience in the Policy Owner Service area
  AND
• 7 or more years of line manager experience in an insurance company and call center environment

Preferred Qualifications:

• People management experience
• Life insurance claims experience

Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation. You may also be eligible for bonuses and merit increases. If your expectations are above the listed range, we still encourage you to apply—your unique background matters to us. The pay range shown is a national average and may vary by location. The proposed salary range for this position is $77,000.00 - $126,000.00, with short-term incentive bonus eligibility set at 15%.

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here.]

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Join us for a brighter future—for yourself and our customers.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code § 1033.

Please note: Zurich does not accept unsolicited CVs from agencies. Preferred vendors should use our Recruiting Agency Portal.

Location(s): AM - Kansas Virtual Office
Remote Working: Hybrid
Schedule: Full Time
Employment Sponsorship Offered: No  
 
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