VP Customer Service and Operations (USA)

Vice President Customer Service & Operations (Indianapolis, USA)

Our client, an international Insurance and Services firm, is looking to add a Vice President of Customer Service and Operations to their growing team in Indianapolis, IN.

They require a senior Customer Service and Operations professional who shares their energy and enthusiasm for creating the best possible experience for their customers and clients.

The ideal candidate will be a reliable and robust operations expert, with a focus on maximizing productivity, MI (Maintainability Index) standardization and multi-channel processes.

Your mission will be to ensure that the Customer Service and Operational Department develops and delivers on the business strategy to maximize client/customer and producer satisfaction.

Role Purpose

This role will involve leading one of our client’s global multi-channel contact centers and managing customer facing operational units (service, claims, medical, implementations) which are focused on providing industry leading customer service across the Insurance sector primarily.

Responsibilities

Management of Operations:

• Ensure day to day service delivery is met globally and manage any day to day escalations
• Be an active member of the extended leadership team by co-developing strategies to achieve company profitability and growth, with responsibility for the role Customer Service and Operations will play in fulfilling these strategies.
• Drive the achievement of agreed Customer Service and Operations targets in relation to operational revenue, profit and cost-controls.
• Lead the implementation business-critical programs or projects as required
• Innovate current operating models and processes
• Be an ambassador for the Company in front of internal and external customers and business associates, taking opportunities to maximize potential commercial advantage where possible.

Management and Monitoring of Service Standards:

• Be responsible for the management and monitoring and the quality of customer service provided and ensure all services delivery meets contractual and company quality standards.
• Support the delivery of clients’ contractual requirement as determined for the Operations Department.
• Ensure robust resource planning is in place globally.
• Ensure that all processes reflect current best practices and statutory/regulatory requirements and that these standards are highly visible to all members of the operations teams.
• Ensure effective measures are in place to spot skills gaps and performance deficiencies within the team at an early stage and to take appropriate corrective measures in good time to avoid reduction in quality standards.
• Ensure that MI on key deliverables, services and quality performance, costs and staffing across Operations is kept up to date and provided as required.
• Ensure a comprehensive standard suite of reports (scorecards, dashboards, etc.) which are submitted regularly in line with general reporting requirements.

Managing Costs / Productivity

• Contribute to the Company’s overall profitability by ensuring strict controls are in place throughout the Operations Department – and the Company as a whole – to manage expenditure carefully and consistently.
• Have a strong focus on Productivity, bring expertise from the market place to also focus on areas of unnecessary spend or areas where spend could be managed more efficiently and clearly recommend improvements or action points.
• Working with and liaise closely with HR and direct reports to plan recruitment and people deployment judiciously in line with staffing budgets, identifying in advance where gaps may arise and implementing the most cost-effective methods of obtaining new talent.
• Working with and liaise closely with the Finance Team to prepare an appropriate budget and manage the budget carefully thorough year to minimize spend with a strong focus on productivity.

Managing People

• Managing people to drive company culture and client demands.
• Work closely with the HR team to ensure consistent application of standard employment terms and conditions across the Operation Department.
• Work closely with direct reports to ensure that all Operations employees are kept motivated, managed and working effectively by:
  • Performance managing all individuals in line with standard protocols, providing regular feedback on successes/areas of development and addressing any poor performance issues promptly, fairly and decisively.
  • Providing training, coaching, support and developmental assistance wherever needed to enable achievement of maximum potential in each individual.
  • Provide fresh opportunities for personal career development wherever possible, e.g. through internal promotion, secondment, special projects…
• Maintain open channels of communication and encourage contribution of ideas and feedback at all levels.
• Ensuring that departmental and individual objectives and priorities are set and understood by all employees and that performance is monitored against these set objectives.
• Manage individual conduct and professional behavior promptly and fairly by applying guidance and/or formal corrective measures, in conjunction with the HR team.
• Contribute to Company-Wide people management strategies, initiatives and processes as required.

Qualifications

• Bachelor’s degree in Business or other related field required, Master’s degree preferred
• Minimum of 8-10 years of experience in Global Operations Leadership
• Experienced and confident operations expert, with a strong international expertise.
• Specific skills in process optimization and productivity.
• Experience of managing large and complex budgets and proven ability to manage and control costs effectively.
• Proven people management experience and skills, especially in building, leading and motivating large teams and of managing performance and conduct fairly and decisively.
• Evidence of appropriate/relevant professional qualifications.
• Evidence of being able to work successfully in a fast-moving international environment.
• Ability to work with understanding and efficiency alongside people from different cultures and geographical locations.
• A natural motivated professional with a positive approach and the ability to engage and inspire others.
• Must have the credibility, intellectual capability and operational grip to gain immediate respect and professional credibility.
• Able to challenge constructively the status quo and influence through clear, informed and logical argument.
• Having a far-reaching vision, strong leadership skills and passionate commitment to success.
• 15-20% Domestic and International Travel Required

Perks

• Comprehensive benefits package including Medical/RX/Dental/Vision insurance
• 401k Plan with company match
• On site fitness center
• Casual dress environment
• Tuition reimbursement plan