You desire impactful work.
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RGA is a purpose-driven organization working to solve today's challenges through innovation and collaboration. A Fortune 200 Company and listed among its
World's Most Admired Companies, we're the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.
General Summary
The Case Management Manager will be responsible for leading and governing the US Underwriting Case Management team within GUCS. The role is accountable for service delivery, operational performance, quality oversight, and stakeholder engagement while ensuring effective time-zone aligned coverage.
Key Responsibilities
- Own end-to-end delivery of case management services supporting US Underwriting, including volume monitoring, SLA adherence, turnaround time management, and capacity planning for peak periods.
- Serve as the single point of contact for US Underwriting stakeholders & GUCS, maintaining effective relationships with internal partners and leading regular operational and performance review discussions.
- Manage Case Management Associates (contractors and FTEs), providing oversight, coaching, training, and performance management, including support for contractor-to-FTE conversions.
- Ensure continuity of operations through backup planning, team integration with broader GUCS, and maintenance of clear escalation pathways.
- Ensure adherence to governance, data security, and control standards, maintaining effective administrative, operational, and escalation procedures aligned with risk management requirements.
- Support audit reviews, quality checks, and reporting activities, driving corrective actions where gaps are identified.
- Deliver periodic operational and performance reporting, identifying opportunities for standardization, scalability, and continuous improvement.
- Foster a positive, engaged, and collaborative work environment, promoting continuous learning and supporting change initiatives and additional projects.
- Ensure shift-based coverage aligned to US Central Time (100 PM – 1130 PM IST), with an initial work-from-office period during training, transitioning to a hybrid model thereafter.
- Act as escalation point for critical or complex cases, ensuring timely resolution and maintaining service quality standards.
Education And Experience
- Graduate degree is mandatory
- People and stakeholder management experience.
- Insurance operations background.
- 5-10 years of experience
- Experience managing global delivery or shared services teams is preferred
What you can expect from RGA
- Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
- Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
- Join the bright and creative minds of RGA, and experience vast, endless career potential.
We're excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience—without considering name, gender, or other personal details—and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you.
