Director, Agency Operations Center of Excellence

AmeriLife•Clearwater, FL

66d

About The Position

AmeriLife is in the midst of an exciting and significant transformation of its operational infrastructure to better serve the evolving needs of its stakeholders across the country. As such, we’re seeking a visionary and results-oriented leader for our Agency Operations Center of Excellence (CoE) to help us drive our ambitious roadmap forward. The Senior Director of Agency Operations Center of Excellence will execute our Contracting and Commissions Center of Excellence strategy, build a high performing team and operating model as well as provide day-to-day leadership of the COE, ensuring process excellence through scalable and efficient operations in support of the enterprise. The ideal candidate is a seasoned insurance operations professional with deep and direct experience in Center of Excellence creation and transformation, compliant operations, and process management.

Requirements

Bachelor’s Degree in Finance, Business, or related field required
8-12 years experience in Center of Excellence or Shared Services management required
Demonstrated architecting, launching, and operationalizing a Center of Excellence (CoE) within insurance or financial services, including the development of strategy, governance frameworks, and scalable operating models
Hands-on leadership in transitioning operations from distributed or affiliate-managed models to centralized CoE structures, ensuring process standardization, compliance, and performance excellence
Proven ability to drive CoE transformation initiatives, including stakeholder alignment, team formation, and the establishment of best practices, KPIs, and continuous improvement programs
Experience managing Center of Excellence related change management and training programs for diverse teams and affiliates
Strong track record in overseeing CoE performance metrics, reporting, and cross-functional collaboration with Finance, HR, IT, and vendor partners
Strong analytical, problem-solving, project management, and organizational skills
Excellent communication and facilitation skills with ability to present complex information to diverse audiences

Responsibilities

Shape and Execute CoE Strategy: Architect and deliver a forward-thinking strategy for the Contracting & Commissions CoE, ensuring seamless alignment with AmeriLife’s mission and long-term business objectives
Lead Enterprise Transition: Spearhead the multi-year migration from affiliate-managed operations to a fully centralized CoE model, establishing scalable frameworks and playbooks for future transitions
Champion Innovation: Drive transformative initiatives that anticipate market shifts, leveraging technology and process innovation to position AmeriLife for sustainable growth and competitive advantage
Navigate Complexity: Tackle ambiguity and evolving challenges with agility, fostering a culture of resilience and adaptability within the CoE
Optimize Operations: Elevate efficiency and effectiveness across the Contracting & Commissions function, consistently surpassing financial and operational targets for AmeriLife and its affiliates
Embed Continuous Improvement: Instill a data-driven mindset, championing industry-leading processes and a relentless pursuit of operational excellence
Deliver Actionable Insights: Harness advanced analytics to generate insights that inform strategic decisions and accelerate performance improvements
Champion a unified approach to delivering high-quality outcomes for all stakeholders
Establish Robust Governance: Represent the CoE at the Steering Committee, publishing transparent performance metrics (KPIs) and financial reports, and driving cross-functional collaboration
Build and Empower Teams: Assemble and nurture a high-performing CoE team, defining clear operating models and equipping talent with the tools for success
Foster a strong, collaborative partnership with the Service Delivery team to ensure seamless integration of operational strategies and service excellence
Develop Future Leaders: Recruit, mentor, and grow a robust pipeline of leadership talent, fostering a culture of excellence, collaboration, and continuous learning
Cultivate Engagement: Promote a positive, achievement-oriented environment that values diversity, innovation, and professional growth
Drive Stakeholder Alignment: Serve as the primary escalation point for complex issues, managing expectations and communications with internal and external stakeholders
Work jointly to identify and implement process improvements, share best practices, and resolve cross-functional challenges
Facilitate Enterprise Collaboration: Orchestrate seamless partnerships across Finance, HR, IT, and affiliate leadership, ensuring unified execution of strategic initiatives
Oversee Vendor Relationships: Manage vendor performance and budgets, ensuring alignment with CoE objectives and AmeriLife’s strategic priorities
Hold final authority over CoE priorities, investment decisions, and capability expansion
Define and enforce baseline standards, systems, and change-control processes to ensure operational consistency and compliance
Own the delivery and reporting of key performance metrics, driving accountability and transparency across the CoE