ജോലി വിവരണം

Role Overview

This position is for a Senior Manager, Operations based in the United States, working remotely. The role involves leading strategic operational initiatives within a technology-driven insurance environment, focusing on third-party operations oversight, process optimization, and partnership enhancement to enable scalable growth.

Key Responsibilities

Establish and maintain strategic relationships with external providers to ensure alignment with business objectives, service expectations, and compliance.
Lead vendor onboarding, transition planning, knowledge transfer, and offboarding activities.
Oversee vendor performance using scorecards, business reviews, KPIs, SLAs, and continuous improvements.
Act as the primary escalation contact for vendor operational issues, facilitating root-cause analysis and resolution.
Drive business process optimization by evaluating workflows and identifying automation, outsourcing, digitization, or internal management opportunities.
Apply Six Sigma methodologies to reduce process variance and improve efficiency.
Manage improvement projects with defined objectives, ROI assessment, documentation, and executive reporting.
Monitor operational performance through quality, productivity, customer experience, and service-level metrics.
Analyze staffing and capacity trends to ensure resource alignment with business demands.
Use workflow and ticketing tools to manage performance data, escalations, and enhancements.
Ensure third-party adherence to regulatory, security, and compliance standards relevant to commercial insurance operations.
Maintain vendor risk assessments, mitigation strategies, and business continuity processes.
Collaborate with Finance, Legal, Compliance, Operations, and leadership on vendor strategy, contractual matters, and operational plans.
Provide executive-level insights and reporting to inform strategic decisions.
Foster a culture underscored by accountability, collaboration, and ongoing operational improvements among teams and external partners.

Candidate Profile and Requirements

Bachelor’s degree in Business Administration, Operations Management, or similar; MBA preferred.
Minimum 3 years of commercial Property & Casualty insurance experience.
3 to 5+ years managing vendor relationships, BPO operations, procurement, or operational leadership.
Experience managing complex, multi-vendor, multi-location partnerships.
Proficiency in vendor onboarding, transition management, performance monitoring, and governance.
In-depth knowledge of BPO service models, SLA frameworks, and vendor management best practices.
Six Sigma Green Belt certification required; Black Belt strongly favored.
Proven record of leading process improvements delivering measurable impacts.
Understanding of operational KPIs such as FCR, AHT, NPS, CSAT, SLA adherence, and quality metrics.
Familiarity with enterprise workflow and ticketing platforms like Zendesk, ServiceNow, Salesforce Service Cloud, or similar.
Strong data analysis expertise including Excel/Google Sheets; experience with BI tools (Tableau, Power BI, Looker) is advantageous.
Project management skills; PMP or comparable certification is a plus.
Knowledge of P&C insurance regulations, privacy standards, and third-party risk frameworks (SOC 2, NIST).
Excellent communication skills to convey complex operational concepts to senior leadership.
Strong influencing, negotiation, and stakeholder relationship skills.
Analytical aptitude for identifying trends, problem-solving, and data-driven decision making.
Highly organized with ability to manage multiple vendors and priorities in a fast-paced remote setting.

Benefits and Compensation

Annual salary between $135,000 and $169,000 depending on experience and qualifications.
Eligibility for performance-based bonuses.
Remote work flexibility and reimbursement support for home office setup.
Employee ownership program offering financial incentives tied to company growth.
Comprehensive health benefits including medical, dental, and vision insurance.
401(k) retirement plan with company matching contributions.
Health Savings Account with company contributions.
Life and accidental death & dismemberment insurance coverage.
Short-term disability insurance.
Access to Employee Assistance Program and financial wellness resources.
Opportunities for professional development.
Employee referral incentives.
Paid time off and 11 paid company holidays annually.
Additional voluntary benefits such as accident, critical illness, and hospital insurance.
Employee discounts and extra workplace perks.

Additional Information

This opportunity is managed on behalf of a partner company that handles application processing and subsequent recruitment steps. The role emphasizes transformational leadership in operations through leveraging data, technology, and process innovation within the insurance sector.

Applications undergo AI-assisted evaluation to identify candidates aligning with core requirements, but final hiring decisions rest with the partner company's internal team.

Senior Manager, Operations