Strategic Service Operations Leader

6 days ago

Atlanta, Georgia, United States Hiscox USA Full time
About the Role

The Head of Service Operations is a strategic leader responsible for all aspects of customer, broker, and partner service for Hiscox' $1B US business, reporting into the Chief Operating Officer.

Key Responsibilities:
  • Service Delivery Strategy: Develop a strategic vision for service excellence that makes Hiscox' service a strategic differentiator for customers and partners. Design and execute a comprehensive roadmap for digital transformation that exceeds customer and trading partner expectations. Modernize service delivery through the adoption of technology and automation and add value through meaningful human interactions.
  • Operational Support: Oversee teams and processes that support the ongoing operation of the US business, which includes digital business sold either online or through intermediaries and traditionally traded business intermediated through broking partners. Implement controls to reduce critical business processes risk. Examples include workforce management, process improvement, workflow management, commissions, user access controls, UW operations.
  • Operational Efficiency: Build and maintain efficient, customer-centric processes that drive out cost and friction. Partner with change, UW, Marketing, distribution, and IT to drive continuous improvement throughout the business. Utilize data analytics, voice of customer, and process excellence to prioritize areas of opportunity. Leverage technology to eliminate, automate, and streamline service and operational support needs and improve business outcomes.
  • Service Enablement: Establish and maintain tools and governance needed to support the service delivery lifecycle, including technology, service management, knowledge management of business rules and processes, reporting, controls and governance, and quality assurance. Ensure documentation, communication, and implementation of ongoing changes to our business rules and processes, bridging the gap between internal stakeholders and customer/partner facing team members.
  • Vendor Management: Oversee vendor performance and drive accountability for contractually agreed-upon business outcomes. Develop vendor targets that align with the customer and business expectations for exceptional service. Manage contract negotiations to adapt to the changing needs of the business. Collaborate effectively to support our vendor's success.
  • Risk Management: Identify potential risks related to service operations and develop mitigation strategies. Ensure that operational policies, procedures, and standards are adhered to across all service operations and compliant with regulatory requirements and industry standards.
  • Financial Management: Manage a $20M+ budget for service delivery and operations. Develop a culture of continuous improvement to reduce operating costs and improve customer and partner experience. Lead the development of business cases that support investment in larger-scale service transformation, including digitization and capability building.
  • Team Development: Build, develop and engage a high-performing team of service delivery and operations professionals that can scale with the growing needs of the business. Provide coaching and mentorship to team members to support their professional growth. Ensure adequate skills and staffing levels necessary to provide operational resilience and reduce risk. Maximize human capital through the design of a high-functioning organizational structure with clear roles and responsibilities.
Requirements
  • 10+ years of experience in service delivery or operations management, with at least 5 years in a leadership position
  • Experience managing outcomes through third-party vendors and negotiating contracts and service level agreements (SLAs)
  • Proven track record of leading digital transformation and continuous improvement initiatives with measurable impact
  • Leadership experience driving outcomes through others and developing high-performing teams
What We Offer
  • 401(k) with competitive company matching
  • Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
  • Company paid group term life, short-term disability and long-term disability coverage
  • 24 Paid time off days plus 2 Hiscox days, 10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days
  • Paid parental leave
  • 4-week paid sabbatical after every 5 years of service
  • Financial Adoption Assistance and Medical Travel Reimbursement Programs
  • Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
  • Company paid subscription to Headspace to support employees' mental health and wellbeing
  • Dynamic, creative and values-driven culture
  • Modern and open office spaces, complimentary drinks
  • Spirit of volunteerism, social responsibility and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation

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