Job Summary :

We are hiring a Policy Administration Team Leader to lead our health insurance onboarding, pre-inception, policy maintenance and contracting operations. You will manage a high-performing team, protect SLA and quality standards, and keep every transaction accurate and compliant with regulatory requirements.

Key Responsibilities:

Supervise and coordinate onboarding, pre-inception, administrative and contracting activities
Coach team members side-by-side and remotely to improve productivity and transaction quality
Allocate resources and skills across workloads, especially during peak periods
Monitor SLA, turnaround time, cycle time, quality and productivity, and drive corrective action
Build a positive, collaborative, high-performance culture
Ensure timely, accurate execution of onboarding, maintenance and contracting across all lines of business and channels
Review documents for completeness and accuracy before system entry
Support policyholders, brokers and intermediaries with full administrative service
Upload member data files to regulatory systems in line with applicable directives
Translate policy contracts and marketing collateral where required
Run quality assurance checks and maintain audit-ready records
Support internal and external audits, inspections and investigations
Identify, document and close process, system and control gaps
Train new recruits and run competency assessments
Run training needs assessments and deliver system, process and product training
Support change requests, system testing and process-improvement projects
Report on team performance, SLA and compliance to senior management

Requirements:

Bachelor's degree in Business Administration, Healthcare Management or a related field
5+ years in policy administration within medical or health insurance
Strong knowledge of health insurance policies and regulatory requirements
Proven team leadership, coaching and performance assessment experience
Experience in onboarding, pre-inception and/or contracting activities
Proficiency in healthcare administration software and systems
Strong problem-solving skills and the ability to handle escalations
Excellent communication, organisation and attention to detail
Ability to manage multiple priorities and tight deadlines

Policy Administration Team Leader Health Insurance