Director Business Operations

Director Business Operations

Requirements

• Bachelor’s degree from four-year college or university required with a major or emphasis in Business Administration, Finance or other related field. Master’s degree preferred.
• Minimum 15 years of experience managing and leading a diverse team required.
• Minimum 10 years of general insurance industry related job experience required. Equivalent combination of education and experience may be considered.

Responsibilities

• Establishes vision and strategy for the Operation Support units in alignment with overall Line of Business vision and strategy and builds operating plans and budgets to achieve established goals.
• Develops strategy, vision and operating philosophy for specific Line of Business (LOB) or Shared Services.
• Creates an annual operating plan including goals, projects, labor, and other resources necessary to achieve the annual objectives.
• Consolidates and oversees the annual budget process for the Operations Support units. Approves expenditures and manages the budget to expected expense levels.
• Identifies opportunities and leads the Operations Support staff and assigned Business Analysts to plan projects, prepare business cases and participate in the Enterprise Governance process.
• Ensures that the customer experience in all Operation Support units for both external and internal contacts achieves the objectives: 1) “easy to do business with”; 2) “enjoyable to do business with”; and 3) “effectively meets customer’s needs.
• Oversees management of all Operations Support units for the Line of Business.
• Establishes standards and Operations Support policies that ensure all units operate in a consistent, efficient and customer-focused manner.
• Leads resource planning and ensures a sufficient supply of properly trained personnel are available to perform the work on a timely basis.
• Conducts gap analyses, researches and develops improvement programs and monitors implementation to increase process efficiency.
• Identifies and monitors metrics to continuously improve the efficiency and effectiveness of departmental processes and staff.
• Manages all monthly/quarterly reporting functions and advises on the forecast planning process.
• Analyzes metrics for trends and investigates and takes appropriate action when trends indicate unexpected outcomes.
• Provides technical guidance to leaders in each of the Operations Support units.
• Directs compliance for the Line of Business ensuring all regulatory obligations are met accurately and timely.
• Consults with LOB leaders to ensure mutual acceptance on compliance and regulatory requirements.
• Partners with Corporate Compliance to ensure LOB policies and operations are in line with best practices and conform to corporate standards.
• Monitors the analysis and overall performance of the LOB compliance program as well as any related activities on a continuing basis. Implements changes as required.
• Leads annual review of LOB compliance policies and procedures.
• Develops and leads a team of Operations professionals.
• Provides strategic and tactical direction to the LOB Operations Support team. Communicates Mission, Values and other organization operating principles to direct and indirect reports.
• Establishes and maintains the overall work cadence and, in partnership with LOB Leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire assigned Operations Support team is engaged and that leadership practices for the department encourage development, recognition and retention.
• Establishes and holds team accountable to and adheres to hiring criteria, on-boarding and training requirements for incoming staff.
• Oversees the performance management and development process for the Operations Support team members and performs performance management duties, development planning and coaching for direct reports.
• Acts as a resource for Operations Support team members to answer questions and solve complex problems.
• Manages technology and other resources, workload and customer request for operational resources. Ensures leaders effectively discharge all Company policies and procedures and compliance responsibilities.
• Ensures data quality, adherence to LOB guidelines, profitability and other risk-related metrics for self and members of the team.

Preferred Qualifications

• Chartered Property Casualty Underwriter (CPCU), or other insurance related certification preferred.