Assistant Vice President, Client Experience

The Assistant Vice President, Client Experience is a key leader for the Fortitude Re TPA oversight and governance team.  This role will be the primary contact for Institutional Clients (IC) for Fortitude Life and Annuity Solutions, Inc. (FLAS) in the areas of Compliance, Regulatory inquiries, Complaints, Regulatory Audit and operational interactions.   The responsibility of this leader will be ensuring the FLAS team responds to requests from IC in the areas of Regulatory and Compliance in accordance with Third Party administration and Administrative Services Agreement, internal and external audits of the firm services contracted to IC.   The role is also responsible for peer service operating interactions between IC and the internal and external supplier of administration service providers.

This role will ensure accurate and timely reception and response to IC requests while protecting the financial and operational interests of FLAS in interactions between IC and suppliers.  The role requires a subject matter expertise in Life and Annuity processing while having a strong acumen in team leadership, quality and project management to achieve the goals of the area and the company.

The role will be the liaison between suppliers and ICs on detailed problem solving, proper communication on operational interactions with IC while holding to account the internal and external suppliers of service and ensuring the IC is operating within agreed upon operating guidelines.

Working with other leaders in the team the goal of the department is to manage delivery of services and the suppliers to build and maintain FLAS as a leader in the TPA services for reinsured client’s cost effective and profitable part of Fortitude Re.

The role will be a positive outcome driven leader that will solve problems and create unique value for the organization. The role will be an advisor on growth opportunities for FLAS for due diligence when appropriate and onboarding new clients to the TPA.

What You Will Do:

• Overall responsibility for CRBG Regulatory reception, processing, and response
• Overall responsibility for FLAS legal/audit reception, processing and response including remediation, if any.
• Overall responsibility for managing appropriate client and supplier operations peer to peer interactions
• Overall responsibility for TPA remediation coordination with legal, relationship management and Fortitude executive leadership.
• Responsible for attracting, motivating, and retaining top talent to enable the team to perform at a high level of productivity and quality.
• Collaborate with other leaders to enable a cohesive operating company that is driven to be the industry leader and enabling growth.
• Engage and establish trust / credibility with key stakeholders across all levels of the organization, including executive leaders of FLAS, CRBG and suppliers.
• Manage budgets and expenses effectively for the area of responsibility.

What You Will Have:

• Demonstrated expertise in the Life and Annuity operations and compliance, regulatory and audit – specifically experience with TPA services
• Deep knowledge on policy administration systems and migration to modern platforms
• Experience working with and leading third party administrators
• Experience in conflict resolution, or the ability to de-escalate tense situations - comfortable in a role that requires negotiation
• Strong analytical capabilities and problem-solving skills
• Ability to manage multiple priorities with competing deadlines in a fast-paced environment
• Excellent verbal/written communication and interpersonal skills
• Strong facilitation and influence skills across disparate audiences and levels
• Strong Project Management skills
• Ability to lead and coach team members ensuring the team is very well qualified
• Ability to recognize and take action to improve performance of the team.
• Demonstrated experience in performance improvement through the use of technology and process optimization
• Undergraduate degree required or equivalent experience