Vendor Relationship Manager

MassMutual Financial Group
Oct 08, 2016
Oct 19, 2016
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
Responsible for/assist with the oversight of our service vendor partner for MassMutual's suite of worksite products. Processing, policy issue, billing, claims, call center, and self-service customer portals. Ensure vendor is meeting service levels and quality standards as agreed. Assist with monitoring of marketplace service needs and developing enhancement solutions to meet those needs. Perform regular audits of the vendor. Maintain contracts. Research and resolve escalated service issues. Assist with service related aspects of the launch of new worksite products. Functions included consist of application. ,• SLA and quality monitoring

• Vendor audits

• Research/resolve service concerns

• Lead/participate in service enhancement projects and product launches

• Submit, prioritize and test technology enhancement/defects

• Develop service related communication materials based on intended audience

• Assist with development and maintenance of service strategy

• Provide analysis of business, vendor and user needs and maintain a good understanding of applicable industry requirements and activities

Basic Requirements:

• HS Diploma or GED

• Candidate must be authorized to work in the US without requiring sponsorship

• At least 3 years of related industry experience

Preferred Requirements:

• 4 year college degree preferred; MBA a plus

• 5+ years of related industry experience

• General operations management expertise preferred.

• Vendor oversight experience a plus.

• Worksite group insurance knowledge a plus. 1bf1fcc915c9c14e15c0fec