Director, Services Operations - Professional Services

Duck Creek Technologies•Columbia, SC

1d•Hybrid

About The Position

Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek. WHO WE ARE: Duck Creek Technologies is the intelligent solutions provider defining the future of the property and casualty (P&C) and general insurance industry. We are the platform upon which modern insurance systems are built, enabling the industry to capitalize on the power of the cloud to run agile, intelligent, and evergreen operations. Our modern SaaS solutions help insurers set a new standard and revolutionize how consumers interact with insurance companies. Authenticity, purpose, and transparency are core to Duck Creek, and we believe insurance should be there for individuals and businesses when, where, and how they need it most. Our market-leading solutions are available on a standalone basis or as a full suite, and all are available via Duck Creek OnDemand. With more than 1,000 successful implementations to date, Duck Creek removes the IT burden for insurers so they can focus on the business of insurance. We have a flock of more than 1,800 employees across the globe and are proud to be a Flexible-First employer. We empower our employees with the choice to work from an office, from home, or on a hybrid schedule. Our flexible-first environment fosters productivity, inclusion, collaboration, and ensures a consistent employee experience regardless of location. If working in a fast-paced, rapidly evolving company that is transforming one of the world’s oldest and largest industries sounds exciting, let us know. We are excited you are considering Duck Creek as a future employer and hope you decide to join “The Flock”! To learn more about us, visit www.duckcreek.com and follow us on our social channels for the latest information – LinkedIn and Twitter. Title: Director, Service Operations - Professional Services WHAT YOU’LL DO: The Director, Services Operations oversees a large business group’s business operations/program management function(s), including the management of projects, resource & financial planning, and team management to ensure meeting the organization’s goals and objectives. Oversees a business operation and/or or program office management function in support of a business group and/or several program(s). Contributes to strategic planning and large-scale operational deployment Serves as a subject matter expert and resource to different Company stakeholders to develop and execute program and/or business operational plans. Provides financial and operational reports analysis to the business/program leadership and executive leadership Creates management reports, dashboards, and scorecards for all leadership levels. Represents the business group and/or programs with the IT or Workday team for needs, issues and reporting requirements and design and implement workarounds to meet reporting needs Creates revenue & expense projections, non-billable budgets, and hiring plans. Liaises with the finance team to develop and revise the business group’s budgets on an annual and quarterly basis Implements and oversees program governance processes Project Management Oversees and leads multiple complex projects, and partners with applicable business group’s leadership on approaches to ensure the overall project or portfolio remains on track and to determine approaches to resolve variances Oversees the project activities and deliverables, including manages schedules, financials, and project change requests Forecasts and tracks the effort and cost of the portfolio of projects across one or more business group(s) and/or several program(s) within the Company Confirms scope, develops and/or reviews estimating assumptions for a project’s schedule, effort, and cost using established estimating models Manages the Estimate At Completion (EAC) and revalidate the estimates at key transition points in the development lifecycle, if applicable Measures and monitors progress at clearly defined points in the process to ensure the project(s) is delivered on time, within budget, and that it meets or exceeds expectations. For projects involving external clients: understands the client expectations, and participates in appropriate steering committee and status reviews with the client. Directs and manages special projects for business group or executive leadership Resource Planning Oversees all Resource planning activities Oversees and manages relationships and coordinates work between teams at different global locations. Oversees relationships with all subcontractors and third parties Oversees staffing and/or resources deployment process across the business group/programs and customer support ensuring all needs are thorough and within budget. Projects staffing planning and justification, internal placements, organizational change, management reporting, Offshore/global resource planning, Drives project teams to adhere to processes regarding project level resource management and forecasting and serves as the subject matter expert for planning tool. Ensures staffing process between Human Resources/recruiting team and hiring managers flows well and provides support on issues. Team Management Drive teams to adhere to existing processes and defines new/improved processes across the program/business operations and/or program office management function. Administers and communicates job expectations, planning, monitoring, enforcing policies and procedures Motivates teams to solve problems and deliver high quality results Supervises a team(s) and assumes people management responsibilities including, but not limited to, the management of indirect and direct reports, writing and conducting annual performance reviews, managing underperformance, and serving as a hiring manager Mentors and develops team members WHAT YOU’VE DONE: Education and Work Experience: Bachelor's degree with 15 or more years of professional experience; or Master’s degree and 12 years of professional experience; 8-10 minimum years’ experience in a Program/ Project Management, Business Analyst, or Project Administrator role 8-10 years related industry experience in IT, Insurance and/or Project Management 8+ years of managerial experience preferred Additional experience may be required depending on the business group’s function Specialized Knowledge, Skills, and/or Abilities: Experience/knowledge of P&C Insurance software applications Experience/knowledge of software development life cycle for P&C insurance software If applicable, may require experience with implementation of Duck Creek Example Platform solutions for Policy Administration, Billing and/or ASW Claims a plus Expertise and knowledge to deliver superior outcomes for operations, clients, and employees Strong leadership skills and ability to manage a local and offshore team Acts independently and requires minimal direction Strong planning and organizational skills, including ability to handle multiple projects simultaneously in a fast-paced environment Ability to adapt to on-going change and works in a fast-paced, customer-focused environment Exceptional time and priority management skills to drive expected outcomes, and works effectively with tight deadlines Ability to drive third party relationships when required Exceptional problem solving and analytical skill Executive-level interpersonal, verbal, written and presentation skills Ability to present and drive effective communication with all levels, including but not limited to DCT leadership and/or customers Ability to build relationships with external customers and internal departments Highly effective in collaboration across teams Provides a high quality work product and practices continuous improvement Ability to travel to customer locations or other work locations, if applicable Must be a critical thinker with an eye for identifying process improvements across the organization and the ability to effectively implement them Proficiency in Excel, JIRA, JIRA Service Desk, and Workday Other Requirements: Travel: 25% Work Authorization: Legally authorized to work in the country of the job location. WHAT WE STAND FOR: Our global company celebrates & leverages the differences each employee brings to the table. Our success is a direct result of an inclusive culture where opportunities to learn from one another occur regardless of title, seniority, or background. This collaborative and team-oriented approach is at the core of how we operate and continuously improve our products, services, and systems. As such, Duck Creek is committed to providing equal opportunity to all employees and applicants – to recruit, hire, train, and reward employees for their individual abilities, achievements, and experience without regard to race, color, gender, religion, sexual orientation, age, national origin, disability, marital, military, or any other protected status. We strive to be an example to the world of inclusion, diversity, and equity in all things – where employees are free to be their authentic selves in the workplace and in the communities in which we live. We believe in leading by example and are proud of the diversity of our team and our shared commitment to our Core Values: We Prioritize Respect; We Listen; We Care; We Add Value; and We Lead. To learn more about our inclusive company culture, values, DE&I initiatives, and people, please visit: https://www.duckcreek.com/life-at-duck-creek/. Please let us know if you encounter accessibility barriers with our web content by sending an email to [email protected]. Duck Creek Technologies does not accept, nor will we pay a fee for any hires resulting from unsolicited headhunter or agency resumes. #LI-Remote #LI-HT1 Duck Creek is a leading provider of comprehensive P&C insurance software and services for insurers of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advanced digital and data capabilities and integrated functionality that can be delivered via the cloud or on premise.

Requirements

Bachelor's degree with 15 or more years of professional experience; or Master’s degree and 12 years of professional experience
8-10 minimum years’ experience in a Program/ Project Management, Business Analyst, or Project Administrator role
8-10 years related industry experience in IT, Insurance and/or Project Management
8+ years of managerial experience preferred
Additional experience may be required depending on the business group’s function
Experience/knowledge of P&C Insurance software applications
Experience/knowledge of software development life cycle for P&C insurance software
Expertise and knowledge to deliver superior outcomes for operations, clients, and employees
Strong leadership skills and ability to manage a local and offshore team
Acts independently and requires minimal direction
Strong planning and organizational skills, including ability to handle multiple projects simultaneously in a fast-paced environment
Ability to adapt to on-going change and works in a fast-paced, customer-focused environment
Exceptional time and priority management skills to drive expected outcomes, and works effectively with tight deadlines
Ability to drive third party relationships when required
Exceptional problem solving and analytical skill
Executive-level interpersonal, verbal, written and presentation skills
Ability to present and drive effective communication with all levels, including but not limited to DCT leadership and/or customers
Ability to build relationships with external customers and internal departments
Highly effective in collaboration across teams
Provides a high quality work product and practices continuous improvement
Ability to travel to customer locations or other work locations, if applicable
Must be a critical thinker with an eye for identifying process improvements across the organization and the ability to effectively implement them
Proficiency in Excel, JIRA, JIRA Service Desk, and Workday
Legally authorized to work in the country of the job location.

Nice To Haves

If applicable, may require experience with implementation of Duck Creek Example Platform solutions for Policy Administration, Billing and/or ASW Claims a plus

Responsibilities

The Director, Services Operations oversees a large business group’s business operations/program management function(s), including the management of projects, resource & financial planning, and team management to ensure meeting the organization’s goals and objectives.
Oversees a business operation and/or or program office management function in support of a business group and/or several program(s).
Contributes to strategic planning and large-scale operational deployment
Serves as a subject matter expert and resource to different Company stakeholders to develop and execute program and/or business operational plans.
Provides financial and operational reports analysis to the business/program leadership and executive leadership
Creates management reports, dashboards, and scorecards for all leadership levels.
Represents the business group and/or programs with the IT or Workday team for needs, issues and reporting requirements and design and implement workarounds to meet reporting needs
Creates revenue & expense projections, non-billable budgets, and hiring plans.
Liaises with the finance team to develop and revise the business group’s budgets on an annual and quarterly basis
Implements and oversees program governance processes
Oversees and leads multiple complex projects, and partners with applicable business group’s leadership on approaches to ensure the overall project or portfolio remains on track and to determine approaches to resolve variances
Oversees the project activities and deliverables, including manages schedules, financials, and project change requests
Forecasts and tracks the effort and cost of the portfolio of projects across one or more business group(s) and/or several program(s) within the Company
Confirms scope, develops and/or reviews estimating assumptions for a project’s schedule, effort, and cost using established estimating models
Manages the Estimate At Completion (EAC) and revalidate the estimates at key transition points in the development lifecycle, if applicable
Measures and monitors progress at clearly defined points in the process to ensure the project(s) is delivered on time, within budget, and that it meets or exceeds expectations.
For projects involving external clients: understands the client expectations, and participates in appropriate steering committee and status reviews with the client.
Directs and manages special projects for business group or executive leadership
Oversees all Resource planning activities
Oversees and manages relationships and coordinates work between teams at different global locations.
Oversees relationships with all subcontractors and third parties
Oversees staffing and/or resources deployment process across the business group/programs and customer support ensuring all needs are thorough and within budget.
Projects staffing planning and justification, internal placements, organizational change, management reporting, Offshore/global resource planning, Drives project teams to adhere to processes regarding project level resource management and forecasting and serves as the subject matter expert for planning tool.
Ensures staffing process between Human Resources/recruiting team and hiring managers flows well and provides support on issues.
Drive teams to adhere to existing processes and defines new/improved processes across the program/business operations and/or program office management function.
Administers and communicates job expectations, planning, monitoring, enforcing policies and procedures
Motivates teams to solve problems and deliver high quality results
Supervises a team(s) and assumes people management responsibilities including, but not limited to, the management of indirect and direct reports, writing and conducting annual performance reviews, managing underperformance, and serving as a hiring manager
Mentors and develops team members