Associate Director
Main Accountability
The Associate Director is responsible for overseeing the Senior Associates and Associates, ensuring efficient and effective 360 medical department, starting by policy structure & design, market analysis/ negotiations to client service, policy management, and claims resolution. This role acts as a crucial link between company upper management and its business committees, clients and the insurance company, particularly in major renewals , new accounts, complex claims, and plays a key role in strategic decision-making to drive the company’s growth and maintain its reputation as an employer of choice.
This role must cover the business wherever required and in the different territories where the company operates / business requires.
Duties and Tasks:
Leadership and Supervision:
Oversee and manage the performance of Senior Associates and Associates.
Provide guidance and support to team members to ensure high-quality service delivery.
Monitor the day-to-day analysis and optimization of the business processes to improve the company’s overall performance
Identify and understand customer needs and develop plans to address them effectively.
Client Relations:
Foster and maintain strong relationships with high-profile clients.
Act as the escalation point for client issues, ensuring timely and satisfactory resolution.
Policy and Claims Management:
Structure & design medical policies in alignment with renewal / new strategies assigned for each client and in close coordination with the management
Oversee the implementation and renewal of policies, ensuring accuracy and compliance.
Review and approve complex claims and assist in resolving high-value or disputed claims. This requires strong analytical and negotiation skills with insurance companies / third party negotiations to achieve 100% success ratio to all clients.
Set market exercise strategy and action plan in close coordination with EB Department Head
Lead the distribution of tasks/policies internally for optimal client service and satisfaction
Strategic Planning:
Develop and implement strategic plans in collaboration with the top management to drive market growth.
Analyze market trends and develop action plans to maintain competitive advantage.
The associate Director will be part of the EB committee that meets on regular basis to discuss strategic planning whether at company level or client level.
Performance Monitoring:
Provide regular performance reports to senior management, highlighting key metrics and areas for improvement.
Ensure all policies and processes are optimized for efficiency and client satisfaction.
Training and Development:
Conduct regular training sessions for staff to enhance their skills and knowledge.
Promote continuous professional development within the team.
Quality Assurance:
Ensure that all final policies and claims are thoroughly reviewed before client delivery.
Maintain strict adherence to TAT (Turnaround Time) and company standards.
Innovation and Improvement:
Lead initiatives to innovate and improve business processes.
Ensure that client feedback is systematically collected and used to enhance service delivery