Director, Admin Partner Management

Position Overview The Director, Admin Partner Management is a strategic relationship leader responsible for overseeing, managing, and optimizing BCS's external Third-Party Administrator (TPA) partnerships. BCS delivers administration through a hybrid model - some services are performed in-house while others are delivered through external admin partners. This role ensures that, regardless of where administration occurs, our customers experience the same high-quality service, operational excellence, and consistent outcomes. This leader will build and nurture strong relationships with external admin partners, ensure contractual and performance adherence, drive operational alignment, and collaborate cross-functionally across BCS to ensure seamless execution. In addition to vendor oversight, this role owns and manages BCS's Business Continuity Plan (BCP) for internal operations, and coordinates continuity and recovery information from external partners. The Director also oversees vendor decommission activities, ensuring proper data governance, data destruction/return, and orderly exit processes when programs are sunset. This position reports to the Head of Service & Operations. Essential Elements Vendor & Relationship Management • Serve as the primary relationship owner for all external admin partners, fostering trust, collaboration, and accountability. • Conduct regular operational reviews with each partner, ensuring adherence to service levels, KPIs, quality expectations, and customer experience standards. • Ensure partners meet all contractual obligations and compliance requirements. • Partner with internal teams (Operations, IT, ERM, Compliance) to ensure coordinated oversight and unified messaging to external partners. • Develop a consistent service experience across in house and external administration, reinforcing operational consistency and customer centric outcomes. Operational Performance & Governance • Monitor partner performance trends and lead root-cause analysis for any issues impacting service, quality, or compliance. • Create and manage partner scorecards, escalation mechanisms, and corrective action frameworks. • Lead periodic business reviews (monthly/quarterly/annual) to evaluate performance, risk, and continuous improvement opportunities. • Collaborate with BCS enterprise stakeholders to support audits, regulatory responses, and operational controls. Business Continuity Ownership (Internal & External) • Own and maintain BCS's internal Business Continuity Plan (BCP), ensuring all functions have documented, tested, and updated continuity requirements. • Act as the liaison with external admin partners regarding their BCPs and disaster recovery procedures. • Gather partner-level continuity documentation, testing results, and risk assessments - either independently or in coordination with Enterprise Risk Management (ERM). • Integrate external BCP inputs into BCS's enterprise continuity strategy and create visibility for leadership. Vendor Decommission Management • Lead the structured decommission process when BCS sunsets or runs off a program. • Coordinate with administrators to ensure proper data destruction, archival, or return per contractual and regulatory standards. • Oversee completion of outstanding claims, reserves, or obligations prior to final exit. • Document decommission checklists, timelines, data-transfer steps, and partner responsibilities. • Ensure secure offboarding and complete closure of all system access, data exchanges, and reporting obligations. Cross Functional Collaboration • Serve as the operational liaison with internal teams and segment leaders to provide insight on partner capabilities and performance. • Provide input into new product implementations, admin partner evaluations, or feasibility considerations. • Work with Finance and Procurement on contract renewals, pricing reviews, and vendor assessments. Strategic Contribution • Proactively identify opportunities to enhance customer experience, reduce administrative cost, or improve operational efficiency across the hybrid model. • Recommend enhancements to partner capabilities, processes, or support models. • Support enterprise-level initiatives involving admin operational alignment, service delivery standardization, and risk mitigation. Requirements Education & Certifications • Bachelor's degree or equivalent work experience required. Experience • 7+ years of experience in vendor management, TPA oversight, operations management, or administrative services within insurance or related industries. • Demonstrated experience managing external partnerships, contract adherence, and performance metrics. • Strong understanding of administrative operations, claims, customer service, and regulatory requirements. • Experience with business continuity planning, operational risk, or enterprise risk functions preferred. • Proven ability to manage complex relationships with multiple stakeholders internally and externally. Skills & Competencies • Strong relationship management and interpersonal skills with the ability to influence without authority. • Exceptional communication skills, both written and verbal. • Analytical mindset with the ability to evaluate data, identify trends, and drive decisions. • Strong organizational skills and ability to manage multiple workstreams simultaneously. • High degree of accountability, ownership, and follow through. • Comfort working independently and making judgment based decisions. • Deep commitment to delivering an exceptional customer and partner experience. Travel Required • Approximately 20% travel for administrative partner onsite visits

Created: 2026-03-10