Vice President, Head of Operations Technology
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About The Position
Group 1001 is embarking on a multi-year journey to transform its operations team to support the firm’s vision of becoming a next-gen financial services company. Its mission is to provide an exceptional client journey that aligns with our brand and values, establishes human connection, and exceeds client expectations by delivering timely, personalized solutions while leveraging modern technology. This role is a key partner to the COO and a member of the operational leadership team who will oversee the operations technology team covering three of Group 1001’s established franchises: Delaware Life Insurance Company (DLIC), Clear Spring Life and Annuity Company (CSLAC), and Gainbridge Life Insurance Company (GLIC). This dedicated team will play a fundamental role in our future tasked with identifying, assessing, and deploying various forms of technology to transform and enhance our operations center. This team’s mandate will be focused on deploying technology to achieve the following results: Drive scalability (reduction in the future number of people needed to service new business, inforce, and the contact center); increasing efficiency (increasing productivity of the current workforce), and enhancing the client experience (focusing people efforts on the key moments of the client journey while leveraging technology at the non-client facing interactions). This individual will lead a team that includes the following functions: (i) an existing sales technology team responsible for annuity order entry platforms and electronic data interchanges (ie DTCC) and (ii) build a technology product team overseeing an expanding universe of technology focused tools designed to meet the operations team’s objectives. Specifically, this team will consist of product owners overseeing such tools as workflow technology, contact center tech (ie. voice, chat, SMS), API’s, data, counter-fraud, AI, and other advanced technologies. As technology’s role in our operations center continues to expand it will be expected this team’s oversight of those tools will expand with it. Additionally, the operations technology team will be responsible for: Scouting for novel technology solutions for operations, Assessing the impact of current and future technology solutions on operations (scalability, efficiency, and client experience) Measuring the efficacy of deployed technology solutions using quantitative metrics linking them to our OKR’s, Training operations personnel on proper utilization of advanced technology solutions, and Creation of a feedback loop once the solutions are deployed to end users for continuous improvement. This individual will possess a strong technological acumen that they will combine with a solid understanding of the financial services industry and specifically the insurance business to achieve the goals mentioned above.
