This position manages assigned operations teams and works across all operations of AF Group to meet business plan objectives. Understands multiple-perspectives of the insurance industry, corporate business and operational issues and their impact to the organization. Responsible for directing work that ranges from strategic to tactical with leaders and team members. Works in partnership across the organization to develop strategies, plans, and budgets for corporate functions and programs that support the long-term objectives of the organization.
Collaborate with executive sponsors and project leads on the status of initiatives/projects -- reporting progress to ensure financial and strategic objectives are delivered against targets
Provide strategic leadership of assigned departments
Engage with department leads across AF Group and Emergent Holdings (EH) to ensure alignment and successful execution of enterprise-wide initiatives
Monitor and evaluate AF Group utilization and effectiveness of vendors
Collaborate with Business Transformation Office on developing and maintaining staffing models
Responsible for tracking and reporting on benefit realization of operational strategic initiatives (i.e. Digital Transformation) and expense/expense ratio performance relative to targets
Facilitate documentation on processes and workflows across all departments
Identify, prioritize and execute strategic initiatives to enhance operational excellence across AF Group in coordination with department leads and Business Transformation Office
Work with brands and department leads to establish and monitor ES and EH departments execution against Service Level Agreements (SLAs) to ensure transparency on performance and quality
Collaborate with Customer Experience (CX) leadership to scope, prioritize, and execute projects identified through CX survey work
Act as business lead on assigned process improvement initiatives
Collaborate with Innovation Works and department leads to accelerate adoption and utilization of modern technology to support business operations
Develop executive level presentations with team members to successfully communicate and complete assignments
Work with executive assistant to develop staff meeting and ES leadership meetings -- ensuring timely production of advance materials, meeting minutes, and tracking of deliverable due dates and execution
Act on behalf of COO in his absence
Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include but are not limited to effectively interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required. Bachelor's degree in related field, master's degree preferred. Combinations of relevant education, certifications, and experience may be considered in lieu of a degree. Continuous learning is required. Certification or progress toward certification is highly preferred and encouraged.
Ten years of progressive responsibility in an insurance or similar environment with five years management or supervisory experience required. Experience with development and management of strategies that support operational effectiveness for mid to large employer in a complex and competitive environment.
KNOWLEDGE/SKILLS/ABILITIES (KSA) REQUIRED
Ability to align resources and execute initiatives successfully across a matrix organizational structure
Ability to articulate a vision for Operational Excellence strategy across AF Group and inspire others to support and execute initiatives to support the strategy
Executive presence and able to relate to multiple audiences
Extensive knowledge of project management principles and practices, including leading, planning and coordination, with the ability to complete large projects involving multiple resources.
Broad understanding of insurance operations.
Ability to translate business goals into related demands.
Good business and financial awareness of the impact of Service Levels and any associated failures.
Knowledge of industry leading practices for managing services to provide support to the business.
Understanding implications of changes existing and new services as a result of business strategies.
Exceptional leadership skills.
Strong communication skills including excellent written and verbal skills.
Strong negotiation skills to influence key stakeholders.
Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management.
Ability to work with and empower others on a collaborative basis to ensure success of unit team.
Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
Ability to effectively present budgetary and/or cost information and respond to questions.
Ability to establish workflows, manages multiple projects, and meets necessary deadlines.
Work is performed in an office setting with no unusual hazards. Travel is required.
The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.
We are an Equal Opportunity Employer. Diversity is valued, and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.