Job description
Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C).
They proudly serve more than 10 million U.
S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees.
Finally, our Client is part of one the largest Insurance Groups in the world.
About the Role We are seeking a highly driven professional to lead the execution and change management of large, complex operational initiatives that directly impact employees, customers, and agents.
This role sits at the intersection of strategy, operations, and analytics , playing a key part in transforming Service Operations through cross-functional collaboration, data-driven insights, and enterprise-wide project leadership.
You will work closely with senior leadership and stakeholders across Digital, Product, IT, and Underwriting to ensure initiatives align with enterprise strategy and deliver measurable results.
If you thrive in dynamic environments, enjoy leading complex initiatives, and are passionate about driving operational excellence, this role offers strong visibility and impact at an enterprise level.
What You’ll Do Lead the execution of large, high-impact operational and strategic initiatives across the enterprise Develop and implement comprehensive change management plans, including impact analysis and change readiness assessments Partner with cross-functional teams (Digital, Product, IT, Underwriting, and Operations) to drive alignment and successful implementation Perform project management activities to ensure short- and long-term strategies are effectively executed Analyze operational and contact center data to identify trends, risks, and opportunities for improvement Present analytical findings and strategic recommendations to leadership, including executive-level stakeholders Identify technology, process, and operational improvement opportunities and provide sound business recommendations Monitor initiative performance, mitigate risks, and take ownership in resolving issues Provide mentorship and guidance to junior analysts within Operations Execution Develop and deliver clear, impactful presentations and communications supporting project and change initiatives This position comes with competitive compensation and benefits package: Competitive salary and performance-based bonuses Comprehensive benefits package Career development and training opportunities Flexible work arrangements (remote and/or office-based) Dynamic and inclusive work culture within a globally reknowned group Private Health Insurance Pension Plan Paid Time Off Training & Development 3 to 6 years of experience in Service Operations, call center environments, or comparable operational functions Strong analytics experience, particularly in evaluating operational and contact center data, metrics, and reporting Demonstrated experience managing projects and supporting cross-functional strategic initiatives Experience presenting insights and proposals to leadership audiences Skills & Capabilities Project Management Change Management Analytical & Problem-Solving Skills Strong written and verbal communication skills Ability to develop and deliver effective presentations
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