Aflac

Analyst

• Analyzes sold case and underwriting documents to create new case and amendment certificates and policies for complex group life and disability cases
• Provides contract administrative services to internal customer groups
• Acts as a subject matter expert in any contract automation projects
• Manages statutory due dates to meet filing requirements
• Handles complex customer/distributor/broker/colleague queries or service requests

Contract Development Analyst – PLADS Policy Contracts

Auditor

• Serves as a resource for less experienced team members using broad knowledge, experience, and accomplishments to assist in the attainment of department goals; trains new employees; conducts training or identifies staff training needs; provides support for complex, large, and/or critical situations
• Audits, monitors, coaches, and evaluates the quality of service provided by lower-level team members; leads calibration sessions and documents issues for review and follow-up; reviews, monitors status, and makes determinations for appeals submitted by respective business units; documents quality issues and performance measures for analyst and management review
• Reviews audit findings; assists with analyzing audit data before quality auditor sends report to business unit; performs ad hoc audits for business units, as requested; conducts root cause analysis; provides cause and mitigation plans to reduce errors
• Identifies, documents, and updates administrative rules and provides information to communications teams for documenting procedures in accordance with established format and style guidelines
• Works with management to develop and maintain efficient work processes; serves as a project team member or leader for initiatives within the department and/or division; monitors, documents, and tracks performance objectives and service-level data and reports trends/changes to management
• Reviews procedures/processes and recommends enhancements, as needed, to improve efficiency, turnaround time, productivity, and quality
• Performs research related to SOX and other regulatory requirements for external and internal audits and prepares audit responses
• Leads audit initiatives
• Conducts audits and verifies service level agreements for external vendors/suppliers; works with vendor and business unit to provide recommendations related to errors found in audit

Senior Quality Auditor – PLADS Policy Contracts

Account Manager

• Assist upper leadership with day-to-day management of the Account Management team with responsibilities including but not limited to account service support and retention.
• Responsible for the onboarding, training, and development of new account management professionals, providing them with the necessary tools and resources to develop successful client relationships.
• Conduct training for team members who come onboard and provide them with the necessary tools and resources to develop successful client relationships; stay up to date with best-in-class practices for relationship management; provide coaching and follow up training to team as needed.
• Develop and maintain strong relationships with clients, both internal and external, by providing proactive communication and regular reporting that is then distributed through dedicated service roles; Identifies and addresses trends impacting overall account health and consistently promotes opportunities to increase rapport with accounts.
• Serve as an account management subject matter expert to internal/external stakeholders by leveraging an advanced understanding and expertise of our products, services & technology; collaborate with internal stakeholders on go to market strategy; manage and collaborate with each operational area to ensure overall organization growth and success.
• Work cross functionally with internal partners to quickly resolve any client or broker escalations, whether relating to technology, claims, billing, etc.
• Perform other duties as necessary

Account Management Manager

Full-stack Engineer

• Acts as a main point of contact for claims specific questions for the case managers
• Serves as a mentor for new hires as well as supports new hiring training
• Takes an active role in refresher training and development of existing staff
• Ensures case managers are utilizing appropriate risk management skills to secure the appropriate claim outcome
• Conducts manager reviews/audits of claims as necessary to ensure overall quality
• Provides the appropriate coaching and feedback to case managers as needed
• Monitors KPIs and reports to ensure service levels and commitments are met, working with case managers as needed
• Monitors and adjusts workload balancing for case managers
• Provides support to management in facilitating team meetings/ huddles
• May periodically manage complex cases and customer escalations
• Elevates any trends and/or coaching opportunities to the leadership team
• Completes special projects and/or ad hoc assignments as requested by leadership
• Performs other related duties as required

Claims Technical Lead

Manager

• Conducts in-depth research and communicates suggestions to executive management regarding division and/or department strategy; develops division-wide and department specific activities, including project descriptions with success measures; utilizes direction and framework provided by senior management to develop content and recommendations for ad hoc projects
• Takes a leadership role in managing strategic activities and projects; conducts needs analysis to determine project resource needs; works closely with business unit management in the review of weekly and monthly reports; stays abreast of business performance and the status and progress of activities and initiatives
• Assists senior management with planning future divisional and departmental goals, and planning organizational structure and productivity improvements; recommends proper utilization of personnel and resources; reviews and evaluates organizational programs and recommends changes where appropriate; compiles monthly and quarterly updates for senior management to depict divisional performance against operational metrics and initiatives
• Conducts structure analysis, work process analysis, and process mapping for the organization; develops and updates business policies and practices, and project development documentation; develops and re-engineers staffing models and workflows, ensuring appropriate productivity and accountability metrics
• Assists senior management with developing agendas and drafting speeches for a wide variety of internal and external meetings and events; represents senior management at various meetings and events as needed; assists with creating development plans and succession planning for senior management direct reports; and maintains performance documentation
• Serves as point-of-contact for the business planning process, including compiling and communicating quarterly updates; develops analytical models that pertain to the overall operation of the business unit and completes reports summarizing activities and trends; reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality
• Assists management and operations analysts in the development of the organization’s business plan, budget and related activities; provides and gathers relevant information; may assist with the preparation of financial forecasts and cost proposals; monitors the use of budgeted resources, reviews departmental expenses versus budget, and prepares reports for management that explain variances and use
• Performs other related duties as assigned

Resource Manager – PLADS Leave, STD

• Makes timely, accurate, and customer-focused Long-Term Disability new and ongoing claim decisions on moderately complex to highly complex claims using advanced independent discretion guided by company procedures and regulatory standards; handles the most complex claims from a clinical and financial perspective; reaches out to obtain relevant clinical, vocational, employer, financial, and other information; compares the information to the terms, limitations, and conditions of the contract/administrative services agreement and applicable procedural documents and renders the claim decision as quickly as possible
• Documents the claims system in an accurate and comprehensive manner; prepares, updates, and utilizes a claim management plan to attain the most appropriate outcome; remains in full compliance with regulatory requirements; demonstrates an above average level of proficiency in product and claims administration techniques; remains fully compliant with operational standards; meets or exceeds claim team operational metrics
• Maintains a superior level of genuine caring and empathetic customer service throughout all interactions; takes appropriate actions to earn the claimant's and employer's trust and confidence; anticipates customer’s needs and takes action as appropriate
• Works with internal partners to support flexibility, collaboration, creating a positive work environment, consistently maintaining professionalism and integrity, actively taking steps to foster high morale, and demonstrating a dedication to excellence
• Mentors and coaches new team members and participates in projects supporting the team's business initiatives
• Performs other related duties as required

Senior LTD Case Manager

Operations

• Manages the daily operations of the Claims business unit
• Gathers and analyzes data and reports related to claims operations
• Assists in strategic and tactical operational plans
• Develops solutions and implements actions to resolve problems
• Reviews processes to enhance service turnaround time and productivity
• Directs efforts to implement risk management and quality improvement initiatives
• Coordinates and monitors training efforts for employees
• Identifies and recommends technological solutions for business enhancement

Manager, Claims Operations – PLADS Integrated Claims

• Maintain accurate departmental and case records
• Review files for accuracy, and initiate follow-up communications
• Input case documentation into internal systems
• Perform general clerical and office support tasks
• Compile data and maintain related files
• Complete searches and process undeliverable mail
• Handle standard inquiries, resolve issues, and provide follow-up
• Process and reconcile expenses and prepare reports
• Develop and maintain a strong working knowledge of departmental systems

Operations Support Coordinator – PLADS

• Serves as a subject matter resource for tools and processes, ensuring proper use and up-to-date documentation.
• Assist and guide analyst in preparing deliverables, verifying accuracy, and resolving technical issues.
• Facilitates team training and knowledge sharing to support efficient implementation.
• Audit client onboarding documents and folders for completeness and quality.
• Support process improvements, workflow refinements, and change management initiatives.
• Partner with team to address customer escalations and promote service excellence.
• Proactively identifies team tool revisions and annual updates; implements updates and revisions by collaborating with internal partners.
• Identifies account services process issues, and researches and accurately identifies root causes to generates solutions.
• Supports Implementation Managers and Account Executive (AE) teams in researching and understanding the impacts of non-standard benefits and/or processes.
• Proactively identifies and escalates customer and plan design issues for resolution.
• Participates in finalist meetings as needed and facilitates finalist meeting training for the team.
• Initiates and maintains partnerships with stakeholders throughout the organization.
• Encourages cooperation by promoting common goals and building trust.
• Attends and participates in select customer meetings as appropriate, to discuss feedback and/or needed process enhancements.
• Performs other related duties as required

Implementation Technical Lead – PLADS

Vice President

• Leads Aflac Ventures’ portfolio management process
• Works with portfolio companies to collect quarterly and annual reporting packages and metrics
• Analyzes data and provides portfolio company performance reporting on an ongoing basis
• Serves as liaison for Aflac business teams
• Cultivates and manages relationships with Aflac teams and key business unit personnel
• Works closely with business teams to understand their business priorities and strategic initiatives
• Leads internal business development efforts
• Identifies opportunities for startups and portfolio companies to engage with Aflac US business
• Supports proof of concept and pilot projects as necessary
• Leads portfolio review meetings
• Develops materials in support of portfolio reviews and other external facing meetings
• Works with head of department and other team members to support overall success of Aflac Ventures business strategy and/or exit events
• Supports all other Aflac Ventures’ activities including operations, fund administration, marketing and other
• Guides and mentors Analysts and other junior members of the team
• Performs other related duties as assigned

AVP, Ventures Port Management & Business Development

Engineer

• Assembles, disassembles, and modifies various types of modular office systems furniture
• Assists with preparation for special events like meetings and setting up tents
• Participates in monitoring performance of heating, ventilation, and cooling systems
• Performs maintenance of plumbing systems and installs replacement parts
• Performs minor carpentry maintenance tasks including routine sheetrock/drywall repair
• Conducts scheduled inspections of irrigation systems and maintains detail records
• Ensures proper care in the use and maintenance of equipment and supplies
• Documents facilities maintenance requirements and maintains work records

Building Engineer

• Makes timely, accurate, and customer-focused Long-Term Disability new and ongoing claim decisions on moderately complex to highly complex claims using advanced independent discretion guided by company procedures and regulatory standards; handles the most complex claims from a clinical and financial perspective; reaches out to obtain relevant clinical, vocational, employer, financial, and other information; compares the information to the terms, limitations, and conditions of the contract/administrative services agreement and applicable procedural documents and renders the claim decision as quickly as possible
• Documents the claims system in an accurate and comprehensive manner; prepares, updates, and utilizes a claim management plan to attain the most appropriate outcome; remains in full compliance with regulatory requirements; demonstrates an above average level of proficiency in product and claims administration techniques; remains fully compliant with operational standards; meets or exceeds claim team operational metrics
• Maintains a superior level of genuine caring and empathetic customer service throughout all interactions; takes appropriate actions to earn the claimant's and employer's trust and confidence; anticipates customer’s needs and takes action as appropriate
• Works with internal partners to support flexibility, collaboration, creating a positive work environment, consistently maintaining professionalism and integrity, actively taking steps to foster high morale, and demonstrating a dedication to excellence
• Mentors and coaches new team members and participates in projects supporting the team's business initiatives

Strategy

• Leads the team to deliver the products needed within the coverage strategy of the Line of Business (LoB) as originally developed.
• Manages the Product Development and Management process from beginning to end, serving as a trusted advisor between Product, Underwriting, Corporate Law, Claims Legal, Regulatory Affairs, and the Business Units (BU) and other Service Support Units.
• May act as project manager for larger projects; leads the development of detailed work plans, schedules, resource plans, and status reports.
• Understands and facilitates implementation of the Product Strategy.
• Oversees projects from original concept through final implementation within the Product Development/Management Process Scope.
• In collaboration with others, translates product specifications to fit technology and systems.
• Ensures that all assigned projects are completed within agreed-upon time frames.
• Participates in the development, implementation, and institutionalization of standard practices around project execution and change management.
• Recommends changes to policies, systems, products/services to leaders.
• Ensures required documentation, implementation activities, and communications are completed for established policies, procedures, and operating standards related to assigned products and other related solutions.
• Regularly monitors and evaluates activities to identify potential risks and issues of noncompliance.
• Participates or may lead risk assessments for assigned products and escalates potential issues to higher management.
• Performs other related duties as required.

Product Strategy Lead – Group AD&D and Life Products

• Manages the daily operations of the Claims business unit
• Manages employees and operations of the business unit at the functional level
• Gathers and analyzes data and reports that pertain to the overall operation of the Claims business unit
• Completes reports summarizing activities and trends
• Assists in strategic and tactical operational plans to ensure achievement of company and departmental goals
• Performs independent review of problem situations
• Develops solutions and implements actions to resolve problems and ensure customer satisfaction
• Reviews processes and procedures to streamline activities to enhance service turnaround time, productivity, and quality
• Coordinates overall workflow of the business unit
• Ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction
• Directs efforts to implement risk management and quality improvement initiatives
• Facilitates calibration sessions
• Uses methods such as work process studies, statistical analysis, and assessments of production area performance to establish adherence to quality standards/scorecards
• Remains abreast of industry trends and technology changes
• Incorporates best practices in the development of quality standards, policies, programs, and system changes for the department
• Coordinates and monitors training efforts to ensure that necessary education tools are provided to employees
• Identifies and communicates training needs and schedules with training department
• Takes a leadership role in managing assigned initiatives
• Monitors and controls operating expenses to ensure that corporate/divisional financial goals are met
• Performs other related duties as required

Affiliate Manager

• Assists in developing long-range strategic plans, advises, consults, and coordinates activities with division management, internal departments and external customers.
• Responsible for scoping complexity of integrations and coordinating all activities internally including contracts, technical integration, customer readiness, and launch plans.
• Works with service providers and management on high profile launches.
• Conducts due diligence and risk assessments on prospective partners.
• Works with marketing communications to design effective programs and campaigns.

Contract Development Analyst – PLADS Policy Contracts

Senior Quality Auditor – PLADS Policy Contracts

Account Management Manager

Claims Technical Lead

Resource Manager – PLADS Leave, STD

Senior LTD Case Manager

Manager, Claims Operations – PLADS Integrated Claims

Operations Support Coordinator – PLADS

Implementation Technical Lead – PLADS

AVP, Ventures Port Management & Business Development

Building Engineer

Senior LTD Case Manager

Product Strategy Lead – Group AD&D and Life Products

Manager, Claims Operations – PLADS Integrated Claims

Partner, Onboarding Manager