Rosa Lee Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

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Oversee Chubb Travel Assistance Program by managing and fostering vendor relationships, negotiating vendor contracts with key stakeholders, aligning governing protocols across various functions affiliated in travel assistance, and implement new process and protocols for program administration.Continuously improve to implement service operational efficiency by documenting standard operating procedures that defines administration and customer service protocols between Chubb and vendors, including service level and performance procedures to monitor vendor’s adherence to the claim and customer service expectations. Lead projects to on/off-board travel assistance vendors for the service model strategy project by collaborating with key functional stakeholders and peers to develop project plan, implement initiatives pertaining to a workstream, monitor for risk, and define go-to-market strategy with segment leaders and marketing team. Demonstrate strong customer-specific product/program knowledge by consultative assistance internally/externally on issues or topics related to vendor’s program at per request and manage shared mailbox and MS Teams Channels for travel assistance inquiries, while continuously building a knowledge base in SharePoint to provide training content in service model overview, product/services, claim and customer service, and more for the client-facing teams (e.g. Underwriting, Account Management, Sales).Digitalized and implemented enhanced travel assistance onboarding insured materials (e.g. ID card, Starter Kit, Member’s Guides, Travel Portals) to increase program awareness with multiple touch points to access program material and optimize insureds onboarding experience. Improved premium and policyholder data integrity and re-engineered eligibility process by streamlining premium data sources and feeds between legacy systems and a CRM tool, as a result have identified premium overpayment and simplified eligibility transfer process.

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Restructure the foundation for the Chubb travel assistance program by conducting a business analysis to identify key priorities for improvement within the organization in parallel to conducting market assessments for the travel risk management RFI/RFP, in order to define the go-to-market strategy for the new standard embedded service model with senior leadership teamDevelop and deploy market, product, and distribution strategy to support profitable growth for Chubb’s Accident & Health division by collaborating with affiliated areas (e.g. Communications, Production and Implementation Support, Filing & Regulatory Compliance) to help design and draft product deliverables, implement product-related compliance directives, and maintain product/market/program tools.Develop product definition to ensure product and risk appetite alignment to meet business objectives and conduct competitive and market research by generating benchmark analysis regarding competitor product, performance, market position, and digital offerings.Supports the development of training and/or change management materials and activities to support new processes and procedures.Support ad-hoc key business support functions, including enhancement to filing tracking tools, SharePoint Migration, and the transition of travel assistance service management to a functional area to Chubb A&H

New York, Ny, Us

• Integrated partnership with Cowan Insurance Group as MetLife’s extended claim and customer service center to enhance service experience for expatriates working or residing in Canada by successfully institutionalizing Cowan and MetLife’s business and/or functional requirements to support local compliance, network access, and claim and customer service protocols within project timeline• Collaborated with subject matter experts across multiple lines of businesses to support operational and service requirements and address complex and varied business needs of expatriates’ service strategy• Implemented product launches and enhancements by detailing product design and business cases, expatriate’s experience journey, and communication plans• Managed relationship with Legal by providing subject matter expertise for development and negotiation of legal service agreements with third-party service providers• Managed third-party service providers to ensure accurate integration, plan administration, and service delivery by overseeing implementation of solutions• Developed product grids, reference guides, and trainings describing service and plan benefits, in addition to training the client- facing teams and acting as a liaison between Product Development and Account Management/Sales• Supported ad-hoc key business projects, including but not limited to, formalizing local solution arrangements with foreign carriers regulated under universal healthcare