Program governance: Establish a scalable governance framework for TPAs, MGAs/MGUs, independent adjusters, and other partners, with clear authorities, claim referral assignments, timeliness and management protocols, service-level agreements, scorecards, issue escalation, and corrective-action plans. Talent and culture: Build, coach, and retain a high-performing team of program managers and specialists; set clear goals, develop technical and leadership capability, manage performance and succession, and foster accountability, inclusion, curiosity, and continuous learning.