Head of Service Operations Manager

3 weeks ago

Chicago, Illinois, United States Hiscox USA Full time
About the Role

The Head of Service Operations is a strategic leader responsible for driving service excellence and operational efficiency across Hiscox USA's $1B US business. Reporting into the Chief Operating Officer, this role oversees all aspects of customer, broker, and partner service, including contact center and back-office operations, vendor management, and digital transformation.

Key Responsibilities
  • Service Delivery Strategy: Develop a comprehensive roadmap for digital transformation that exceeds customer and trading partner expectations, modernizing service delivery through technology and automation while adding value through meaningful human interactions.
  • Operational Support: Oversee teams and processes that support the ongoing operation of the US business, implementing controls to reduce critical business process risk and ensuring adequate skills and staffing levels necessary to provide operational resilience.
  • Operational Efficiency: Build and maintain efficient, customer-centric processes that drive out cost and friction, partnering with change, UW, Marketing, distribution, and IT to drive continuous improvement throughout the business.
  • Service Enablement: Establish and maintain tools and governance needed to support the service delivery lifecycle, ensuring documentation, communication, and implementation of ongoing changes to business rules and processes.
  • Vendor Management: Oversee vendor performance and drive accountability for contractually agreed-upon business outcomes, developing vendor targets that align with customer and business expectations for exceptional service.
  • Risk Management: Identify potential risks related to service operations and develop mitigation strategies, ensuring 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, developing a culture of continuous improvement to reduce operating costs and improve customer and partner experience.
  • Team Development: Build, develop, and engage a high-performing team of service delivery and operations professionals, providing coaching and mentorship to team members to support their professional growth.
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
  • Competitive compensation and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic, creative, and values-driven culture.
  • Modern and open office spaces.
  • Complimentary drinks and snacks.
  • A spirit of volunteerism, social responsibility, and community involvement.

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