Head Of Operations, North America Accident & Health

Head of Operations

The Head of Operations will report directly to the Head of US A&H and will be responsible for the development and implementation of all operational activities within the US A&H organization, ensuring key metrics are established and performance requirements are met. The Head of Operations will directly assist the US A&H Head in ensuring operational excellence of all US A&H activity.

Responsibilities:

• Develop and execute the operational strategy for US A&H serving all 3 business segments – Corporate, Specialty and Individual – considering individual needs to each segment while leveraging scale and synergy opportunities across businesses
• Design and monitor a set of operational KPI's per business segments that help drive business excellence and efficiency
• Works with IT Business partner on developing a systems frame of work for US A&H leveraging internal and external capabilities
• Manages and develops (when necessary) the relationship with TPA's including cost negotiation, capabilities assessments and overall cost efficiency for all segments within US A&H
• Review processes and procedures in place and make necessary adjustments that will lead to excellence in customer and broker service, cost efficiency and better team work
• Responsible for the payment management process and outstanding payments for the totality of US A&H
• Liaison of IT for all US A&H operational activities
• Responsible for the project management of all implementations of:
• New partners on distribution
• Operational processes enhancement projects
• New products developed and approved through the Product Development Committee process
• Contributes to the ongoing execution of US A&H strategy in order to deliver growth expectations, profitability, operating targets and maximization of shareholder value
• Directs the creation and implementation of an operational plan to deliver the overall strategy for the business, managing cost, timescale, quality and customer experience
• Develops effective end to end processes, operating procedures, best practices and service delivery requirements for key operational functions to include Client Services, Billing and Collections, Transformation Services, and Shared Services
• Establishes and measures key performance metrics (KPI's) to monitor operational success against objectives
• Supports ongoing business improvement projects through programs and initiatives to foster an environment of continuous improvement
• Promotes a customer focused environment
• Partners with IT on the execution and integration of technology automation and platform strategies to ensure delivery of optimal support to the business
• Ensures that appropriate guardrails are in place for the business
• Maintains business continuity plans
• Defines and maintain project standards, including a project management structure
• Builds and maintain strong and effective relationships with key business stakeholders to ensure that service delivery meets expectations
• Develop tools and strategies, in collaboration with HR, to attract and retain top industry talent and develop high performing teams
• Drives a culture that promotes collaboration, diversity and inclusion

What We Are Looking For:

• 10+ years of operational experience in financial services or insurance
• Strong strategic development, business building, program management, and project execution skills, with proven ability to deliver key projects and programs on time and on budget
• Strong business acumen with a proven track record of making sound judgments backed by strong analytical skills
• Expert experience in scaling organizations
• Ability to apply technology and automation in solving business problems
• Exceptional communication skills, including ability to develop and present clear and concise analysis and recommendations to senior management
• Skilled leader of change; versatile, client focused, results oriented
• Proven ability to dissect complex business issues, perform research and analysis, and synthesize conclusions into a value-maximizing strategy
• Demonstrated success at managing and leading teams; a team builder with capacity to empower accountability, cultivate entrepreneurship, encourages collaboration and develops organizational capabilities