Service Operations Excellence Director

6 days ago

Farmington Hills, Michigan, United States Amerisure Mutual Insurance Company Full time
Job Title: Service Operations Excellence Director

Amerisure Mutual Insurance Company is seeking a highly skilled Service Operations Excellence Director to join our team. As a key member of our organization, you will be responsible for optimizing and enhancing the efficiency and effectiveness of our service operations.

Key Responsibilities:
  • Develop and execute strategies for improving service operations, aligning them with the company's goals and objectives in collaboration with the Chief Service Officer.
  • Foster a culture of performance by working in partnership with department leaders to track and manage Objectives and Key Results (OKRs).
  • Assist and communicate with executives in decision-making, program management, and initiative implementation.
  • Provide data analysis and metrics of the company's productivity to the executive team and recommend strategic initiatives to improve workflow, teamwork, and budget management.
  • Identify opportunities to enhance service operations, streamline workflows, and eliminate inefficiencies, with focus on improving the customer experience.
  • Lead and manage special projects ensuring timely completion and successful implementation of key initiatives.
  • Establish and maintain systems for efficient information flow within the department, facilitating data-driven decision-making processes.
  • Identify and prioritize key relationships critical to defined initiatives, by providing support for successful collaboration and outcomes.
  • Attend leadership meetings, capturing action items, tracking deadlines, and ensuring projects and processes move forward as planned.
  • Proactively anticipate issues that require diplomacy and situational sensitivity, providing solutions and guidance to mitigate potential challenges.
  • Stay informed about industry trends, market conditions, competitors, and emerging technologies relevant to department operations.
Requirements:
  • Bachelor's degree or equivalent work-related experience.
  • 7 years of progressive experience in service operations with a track record in optimizing processes and driving efficiency improvements.
  • 3 years of experience in a leadership role leading cross-functional teams and managing complex projects.
  • Solid project management skills, having managed and successfully delivered multiple, complex projects on-time and on-budget.
  • Strong proficiency using Windows and related software such as Microsoft business products (Excel, Word, PowerPoint).
  • Demonstrated successful ability to build positive partnerships and work collaboratively with cross-functional business teams.
  • Excellent organizational skills and ability to function in a fast-paced, highly visible, and changing environment.
  • Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.
  • Proactively recognizes a challenge or problem and works with a variety of teams and data sources to diagnose the problem and recommend solutions.
  • Ability to handle confidential and sensitive information.
  • Ability to travel up to 30%.
What We Offer:

Amerisure Mutual Insurance Company is committed to being an employer of choice. We offer a competitive total rewards package, including a compensation and benefits package, 401(k) savings plan, and profit sharing. We also provide flexible and remote work arrangements, generous paid time off programs, and opportunities for personal and professional growth.

Amerisure Mutual Insurance Company is an equal employment opportunity employer and complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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