VP, Operations (Remote)

Crum & Forster • Glastonbury, CT

80d • $200,000 - $250,000

About The Position

Travel Insured International (TII), a Crum & Forster company, is hiring for a VP, Operations, TII. Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and customer satisfaction. TII is dramatically transforming its customer and partner support services to simplify a customer’s journey through their travel insurance plan experience. Our goal is to personalize each interaction through a set of omni-channel capabilities where customer questions are answered the first time, and their experience is backed up by a best-in-class experience rating. As the Vice President, Operations, TII, you will play a pivotal role in shaping and executing TII's operational strategy to achieve key performance and scalability goals. You will have the opportunity to lead by example, foster a culture of empathy and support, and drive operational excellence across our contact center, claims administration and quality assurance departments. This is an exciting opportunity for an accomplished operations leader to make a significant impact in transforming travel insurance experiences. Reporting to the President, TII, this is a crucial role in our organization for both day-to-day operational success as well as long-term operational strategy, planning, and optimization. This leader will be responsible not only for the performance of more than a hundred individuals on the team but also for the cross-functional partnership between operations and other departments at the company, including Sales, Account Management, Marketing, Product Management, Underwriting, Strategy, PMO, Continuous Improvement, IT, Compliance and HR/Training. The VP, Operations, will also build and leverage relationships with clients to achieve the goals of the company. The work will be fast paced with evolving needs, requiring flexibility, emotional intelligence, curiosity, and grace under pressure. As you onboard and assimilate to the role, TII, A&H and C&F, you can expect to roll up your sleeves to immerse yourself in the day-to-day work of the team to understand and impact continual improvement efforts. This role sits on our Senior Executive Leadership team and is a Leader of Leaders, with 3 direct reports.

Requirements

• A bachelor’s degree is required.
• 15+ years of progressive experience in Operations Management roles.
• 10+ years of experience in people management, which includes leadership of leaders.
• Experience with financial management principles, including budgeting, cost control, and revenue generation.
• In-depth knowledge and experience in call center operations.
• Understanding of contact center metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA), and Customer Satisfaction (CSAT).
• Familiarity with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI).
• Proficiency in workforce management principles and tools.
• Proficiency in data analysis and interpretation.

Responsibilities

• Oversee and lead Call Center, Claims and Quality Assurance operational departments and functions.
• Direct and lead an engaged workforce including customer experience, workforce planning, training and performance management.
• Develop and oversee staffing plans to organizational budget for all functions and departments.
• Collaborate cross functionally with various departments to achieve goals and partner on their planned initiatives.
• Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology.
• Skillfully develop and manage relationships with external clients and partners.
• Carefully manage operational expense with an eye towards financial responsibility and company growth trajectory.
• Provide management and oversight of third-party vendor relationships and services.
• Lead the development and execution of the service model including strategy, performance and employee engagement.
• Develop and execute a robust 3–5-year strategic roadmap to deliver market required capabilities.
• Drive excellence in key service performance metrics.
• Create, communicate, and drive an aligned Claims strategy.
• Ensure effective management of all claims, processing service levels, and claims issues.
• Lead a team of Quality Assurance, Appeal and Complaint Resolution, and Subrogation professionals.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision.
• Tuition reimbursement, industry-related certifications and professional training.
• A dynamic, ambitious, fun and exciting work environment.
• Matching donation program, volunteer opportunities, and an employee-driven corporate giving program.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees