We are currently recruiting for an Insurance Operations Leader in Atlanta, GA, Chicago, IL or Hartford, CT (Hybrid schedule). The ideal candidate will have insurance industry experience and 7+ years of experience as a strategic leader in Operations. The Leader will be responsible for all aspects of customer, broker, and partner service; managing contact center and back-office operations, management of integrated third-party vendors, operational support for vendor and internal partners, and digital transformation of business processes and customer service experience. A successful candidate understands how to leverage people, process, and technology to improve business outcomes and scale operations for future growth. 240K - 280K Base Salary + Bonus + Full Benefits Package.
Responsibilities:
- Develop a strategic vision for service delivery excellence. Design and execute a comprehensive roadmap for digital transformation; modernizing service delivery through technology and automation.
- Oversee vendor performance and drive accountability for contractually agreed-upon business outcomes. Develop vendor targets that align with the customer and business expectations for exceptional service. Manage contract negotiations to adapt to the changing needs of the business.
- Oversee teams and processes that support the ongoing operation of the US business, which includes digital business sold either online or through intermediaries and traditionally traded business intermediated through broker partners.
- Build and maintain efficient, customer-centric processes that drive out cost and friction. Partner with change, underwriting, marketing, distribution, and IT to drive continuous improvement throughout the business.
- Utilize data analytics and leverage technology to eliminate, automate, and streamline service and operational support needs.
- Service Enablement: Establish and maintain tools and governance needed to support the service delivery lifecycle, including technology, service management, knowledge management of business rules and processes, reporting, controls and governance, and quality assurance.
- Identify potential risks related to service operations and develop mitigation strategies.
- Ensure that operational policies, procedures, and standards are adhered to across all service operations and compliant with regulatory requirements and industry standards.
- Manage a budget for service delivery and operations. Develop a culture of continuous improvement to reduce operating costs and improve customer and partner experience.
- Build, develop and engage a high-performing team of service delivery and operations professionals that can scale with the growing needs of the business. Maximize human capital through the design of a high-functioning organizational structure with clear roles and responsibilities.
Requirements:
- Bachelor’s degree, 7+ years of experience in service delivery or operations management, with at least 3-5 years in a leadership position in the insurance industry.
- Experience managing outcomes through third-party vendors and negotiating contracts and service level agreements (SLAs).
- Proven track record of leading digital transformation and continuous improvement initiatives with measurable impact.
- Leadership experience developing high-performing teams.
- Customer-focused mindset with a passion for delivering exceptional service.
- Strong understanding of service delivery and operations frameworks, methodologies, and best practices, and modern contact center tools and technologies.
- Excellent leadership, communication, and interpersonal skills with ability to engage and influence across all levels of the organization.
- Ability to manage complex projects and drive change in a dynamic environment.
- Strong knowledge of digital transformation trends and agile methodologies.
No sponsorship. Must be located in Atlanta, GA, Chicago, Il or Hartford, CT areas. To apply click on link above or email resume to porecchio@bellwetherstaffing.com