Job Description

The Head of Service Operations will oversee the operational performance of the service department, ensuring efficient and effective service delivery to clients. This role will involve strategic planning, process improvement, team leadership, and client relationship management.

Salary/Benefits

$220,000 - $250,000 + /Year (based on experience)

Hybrid

Job Description

• Operational Support: 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 broking partners. Implement controls to reduce critical business processes risk. Examples include workforce management, process improvement, workflow management, commissions, user access controls, UW operations.
• Operational Efficiency: Build and maintain efficient, customer-centric processes that drive out cost and friction. Partner with change, UW, Marketing, distribution, and IT to drive continuous improvement throughout the business. Utilize data analytics, voice of customer, and process excellence to prioritize areas of opportunity. Leverage technology to eliminate, automate, and streamline service and operational support needs and improve business outcomes
• 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. Ensure documentation, communication, and implementation of ongoing changes to our business rules and processes, bridging the gap between internal stakeholders and customer/partner facing team members.
• Vendor Management: 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. Collaborate effectively to support our vendor’s success.

Requirements

• Bachelor’s degree
• 7-10 years of experience in service delivery or operations management, with at least 5 years in a leadership position
• 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 driving outcomes through others and developing high-performing teams
• 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

#LI-RG1

#LI-BC1