A well-respected carrier is searching for a qualified individual who will be responsible for creating the vision, the management and driving operational excellence that creates new capabilities to support organizational growth and significantly improves the company’s business, financial results and customer experience.  

Essential Responsibilities:

Works collaboratively with the Chief Executive Officer and other senior leaders in the attainment of profitable business performance by ensuring the optimization of day-to-day operations areas of the company.

Drives process changes across the enterprise to improve performance and other vital measures that maximize customer satisfaction and deliver competitive advantage.

Ensures positive customer experience and satisfaction by developing and executing quarterly Net Promoter Score (NPS) improvement goals.  Drive process changes across the enterprise to improve performance in NPS and other vital measures (KPIs) to maximize customer satisfaction, quality, and productivity/efficiency.

Creates and consistently communicates a clear compelling vision for the integration and cross-functional operation of Underwriting and Administrative Services departments., Direct all aspects of the operations infrastructure, responsible for the attainment of short-term and long-term financial and operational goals for Underwriting and Administrative Services.

Directs internal operations to achieve budgeted results and other financial criteria and to preserve capital.

Prioritizes and communicates customer and business requirements throughout the operations side of the business.

Builds and sustains effective communications with all stakeholders, distribution partners, partner vendors and cross-functional teams in an effort to maximize the customer experience and drive efficiencies.

Ensures that business processes in Underwriting and Administrative Services are operating at peak efficiencies and responsiveness to our customers.

Actively and aggressively drive innovation in all areas of responsibility. This includes seeking technologies, services and alternative operating models in order to keep the company competitive and relevant. 

Leads the development, communication and implementation of effective growth strategies for the operations side of the business.

Leads the implementation of operational changes when new products and product lines are introduced.

Work closely with CRO in the formation of effective governance structures to insure standardized approaches and controls in the areas such as (but not limited to) customer information security, vendor selection, and enterprise projects. 

Ensures all operations areas are in compliance with Department of Insurance and other regulatory agencies.

Recruits, mentors, coaches and develops talent to ensure skills and capabilities are aligned with the changing needs of the business.

Collaborates with the senior leadership team across the business to ensure appropriate business information flow.

Establish and manage ongoing relationships with overseas counterparts to leverage resources and share best practice. Leads the implementation of merger and acquisition activities relating to area of responsibility.

Actively represent the company as an industry expert at conferences, symposiums and thought leadership forums.

Qualifications:

Education/Experience/Knowledge/Skills/Abilities

BS/BA Business or related field, MBA preferred

Minimally 15 years in executive management, 10 of those in life insurance with progressively responsible roles, delivering world class customer experiences

Demonstrated excellence in organizational management with ability to coach senior level staff to manage and develop high performance teams

Analytical, yet decisive critical decision maker with ability to prioritize and communicate objectives and tactics necessary to achieve goals

Previous operations experience with responsibility of driving high performance of multiple departments

Unwavering commitment to quality programs and data-driven program evaluations

Adept with common industry performance indicators for customer service, technology trends and developments 

Project management experience - leading large scale initiatives

Creates an environment that encourages continuous improvement, innovation and appropriate risk taking

Focuses organization on key priorities that impact business, removes barriers and eliminates non-value added work

Organizational Structure:

Reports To:

Chief Executive Officer

Staff:

Direct:

SVP and Chief Underwriter

VP, Underwriting Administration

VP, Administrative Services

Indirect:

Approximately 200 Administrative Services employees, 95 Underwriting employees