- Support steady state operations and serve as a liaison between Vitality and Strategic Partners, acting as the primary point of contact and maintaining positive relationships with Strategic Partner counterparts
- Collaborate with Vitality Operations, Client Relations, Partner Relations, Production Support and other Vitality departments to drive continuous improvement, efficiency and resolution of open items
- Create and implement appropriate process changes to enhance member experience
- Be the Vitality subject matter expert, providing Strategic Partners with updates, insights, and reporting relevant to the steady state programs
- Stay informed of upcoming product enhancements relevant to Strategic Partners, provide servicing insights and recommendations, and communicate changes back to Customer Care
- Manage operational questions and escalations related to Strategic Partners, both from internal and external stakeholders
- Communicate issues and/or concerns that may arise within Operations to the appropriate stakeholders. This includes creating tickets for tracking and providing guidance to servicing teams on known issues.
- Offer white glove servicing as needed to high-touch or VIP members
- Track and ensure rapid response and resolution on escalated items, providing guidance on priority when needed to ensure PGs and other contractual guarantees are met
- Maintain and create documentation to ensure that information available across the organization is up to date and accurate
- Other duties as assigned
Salary: $55,000-75,000
Salary varies based on work location (remote or hybrid), existing salary, experience, and relevant skills and qualifications.
Requirements
- Experience using Salesforce and key operational support tools for ticketing, and case management
- Ability to interpret operational and servicing data and translate findings into actionable recommendations
- Intermediate-to-Advanced Microsoft Excel skills, including data analysis, pivot tables, reporting, and data validation.
- Experience working directly with external clients, strategic partners, vendors, or customer groups.
Desirable
- Experience working with strategic partners and vendor management
- Experience supporting health, wellness, and member engagement programs.
Benefits
Medical, Dental and Vision
401(k) with company match
Company paid Life, AD&D Short and Long term disability insurance
Generous PTO, Holidays and Summer Fridays
100% paid parental leave
Wellness Resources
Skills Required
- Experience using Salesforce and operational support tools for ticketing and case management
- Ability to interpret operational and servicing data and translate findings into actionable recommendations
- Intermediate-to-Advanced Microsoft Excel skills, including data analysis, pivot tables, reporting, and data validation
- Experience working directly with external clients, strategic partners, vendors, or customer groups
- Experience working with strategic partners and vendor management
- Experience supporting health, wellness, and member engagement programs
What We Do
We’re here to help you live a longer, healthier and more financially secure life. Our positively different health insurance, life insurance and investments reward you for being healthy. By incentivising you to take a more active role in managing your own wellness, you can develop positive long-term lifestyle and financial habits that are good for you, good for us and good for society. That’s why more than a million Vitality members (as at June 2018) are now enjoying better health, better protection and better financial security, living the life they want. Vitality. Positively different.
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