Strategic Leader for Service Excellence
6 days ago
Job Title: Head of Service Operations
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, core responsibilities include contact center and back-office operations, management of our closely integrated third-party vendor, operational support for vendor and internal partners, and digital transformation of business processes and customer service experience.
Key Responsibilities:
- Service Delivery Strategy: Develop a strategic vision for service excellence that makes Hiscox' service a strategic differentiator for customers and partners.
- Operational Support: Oversee teams and processes that support the ongoing operation of the US business.
- Operational Efficiency: Build and maintain efficient, customer-centric processes that drive out cost and friction.
- Service Enablement: Establish and maintain tools and governance needed to support the service delivery lifecycle.
- Vendor Management: Oversee vendor performance and drive accountability for contractually agreed-upon business outcomes.
- Risk Management: Identify potential risks related to service operations and develop mitigation strategies.
- Financial Management: Manage a $20M+ budget for service delivery and operations.
- Team Development: Build, develop and engage a high-performing team of service delivery and operations professionals.
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.
- Leadership experience driving outcomes through others and developing high-performing teams.
- Bachelor's degree.
- Customer-focused mindset with a passion for delivering exceptional service.
- Strong understanding of service delivery and operations frameworks.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage complex projects and drive change in a dynamic environment.
- Strong analytical and problem-solving skills.
- Strong knowledge of digital transformation trends and agile methodologies.
What We Offer:
- 401(k) with competitive company matching.
- Comprehensive health insurance, vision, dental and FSA plans.
- 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.
- 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.
- Company paid subscription to Headspace.
- 2023 Gold level recipient of Cigna's Healthy Workforce Designation.
- Dynamic, creative and values-driven culture.
- Modern and open office spaces.
- Spirit of volunteerism, social responsibility and community involvement.
Salary Range: $220k - $300k
Why Work Here: If you want to help build a brilliant future; work with amazing people; be part of a unique company culture; and enjoy great employee benefits, come and join us.
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