Head of TPA Operations

Management Operation Management Operations Customer Service Insurance

Icon salary 年収
応相談
Icon Location Location
Ho Chi Minh

Benefits

13ヶ月目の給与 13ヶ月目の給与
在宅勤務 在宅勤務
フレックスタイム フレックスタイム
フル社会保険 フル社会保険
年間給与の見直し 年間給与の見直し
旅行/会社の旅行 旅行/会社の旅行
仕事用のノートパソコン/デスクトップ 仕事用のノートパソコン/デスクトップ
追加の健康保険 追加の健康保険

Job Overview And Responsibility

- Cross-functional TPA Operations Coordination • Coordinate daily / weekly operations across Claims, Direct Billing, Customer Service, Policy Management and Data Analytics to ensure smooth handover, issue tracking and timely execution. - SLA Monitoring & Follow-up • Track SLA performance by function, identify delays or operational gaps, and follow up with responsible team leaders to ensure corrective actions are implemented. - Issue Tracking & Escalation • Maintain an operations issue log, follow up on pending actions, prepare escalation notes for Deputy GD and support timely resolution of client / insurer / broker feedback. - Process Discipline & Documentation • Support standard operating procedures, workflow clarification, template usage, internal trackers and reporting discipline across TPA Ops teams. - Operational Reporting • Prepare weekly / monthly operations dashboards, including SLA status, ageing cases, pending claims, guarantee letter performance, policy onboarding status, customer service trends and key risks. - Onboarding & Renewal Readiness Support • Coordinate with BDAM, Policy Management, Claims, CS and Direct Billing teams to prepare for new client onboarding, renewal peak periods and handover from insurers/brokers. - Continuous Improvement • Identify recurring pain points, propose practical process improvements, support system enhancement requirements and help monitor implementation. - Stakeholder Coordination • Support operational discussions with internal teams and, where appropriate, join client / insurer / broker meetings for follow-up on service issues and agreed action plans. - Lead / Support TPA Technology Transformation • Drive major TPA digital transformation projects, including system enhancement, AI-assisted claims adjudication, workflow automation and customer journey improvement. • Work closely with BA, in-house Tech, Data Analytics and TPA functional teams to define business requirements, prioritize enhancements, coordinate UAT, support rollout and measure impact on SLA, productivity, claims accuracy and customer experience. - Other tasks assigned by the Company.

Required Skills and Experience

- Bachelor’s degree - Minimum 7–10 years of experience in operations, service delivery, healthcare administration, insurance operations, customer service operations or business process management - Fluent English - Strong Excel / dashboard / reporting capability - Experience coordinating multiple teams or functions - Strong tracking, follow-up, reporting and problem-solving capability - Good understanding of SLA management, process improvement and service operations - Able to work with senior stakeholders and push cross-functional execution without full direct authority - Strong operations and coordination skills - Ability to manage multiple projects and partners - Customer-focused, organized, and detail-oriented - Ability to manage complex projects and multi-task.

Why Candidate should apply this position

- Young and friendly working environment - 13th-month salary - 18 annual leave days - Social insurance, health insurance, and unemployment insurance based on full gross salary - Health care insurance for employees from probation period; after 1 year, the company also covers family members (spouse and children) - Laptop provided for work - Team building activities and annual health check-ups

Preferred skills and experiences

- Experience in healthcare, TPA, insurance, medical network, claims support or employee benefits is preferred

Report to

Deputy General Director

Interview process

- 2 rounds of interviews:• Round 1: Offline with Deputy General Director & Head of HR • Round 2: Online with General Director

Harrison Yeong

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