Director, Operations Shared Services

Key Responsibilities

• Oversee department staffing structures to achieve business and financial goals.
• Establish best practices and execution frameworks across training, quality and staff management functions.
• Support vendor management and vendor operations functions through process transition planning, training, and vendor onboarding.
• Develop process to centralize and govern procedure documentation across diverse operational functions.
• Leverage best practices for instructional design and training, creating comprehensive learning and development plans for key operational processes.
• Assess and measure quality metrics across core business processes.
• Manage direct reports to ensure performance expectations are met. Provides guidance in professional development activities and goals.
• Identify opportunities for improvement throughout Operations and provide proposals to executive leadership.
• Assist, facilitate and lead committees, teams and projects.
• Promote teamwork, collaboration and implementation of best practices throughout the Operations function.
• Collaborate with colleagues at other locations to improve performance and coordinate activities between sites.
• Serve as an escalation point for teams to ensure a high level of customer satisfaction.
• Prepare and deliver on-going management reports to a variety of audiences.
• Participate as a member of the Strategic Support Services management team.

Qualification & Requirements

• Bachelor’s degree in a business related field or equivalent experience.
• Ten years of experience working in an operations environment, preferably in the insurance/financial services industry.
• Five years of management experience.
• Leadership skills to oversee teams and drive performance results.
• Problem-solving, analytical and decision-making skills.
• Communication and interpersonal skills to interact with staff and all levels of management.
• Ability to handle multiple responsibilities under pressure.
• Ability to grasp technical and complex concepts, and convey to staff and internal/external customers.
• Proficiency using MS Office tools.

Preferred Qualifications:

• Proven track record building Centers of Excellence to support core operational functions.
• Experience leading large-scale transformational projects.
• Demonstrated ownership of multi-million-dollar budgets, head-count forecasting, and SLA performance tracking.
• Experience leading vendor transition or onboarding efforts.
• Strong executive presence, ability to present complex topics and ideas clearly and succinctly.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…