VP, UW Operations Service Management

Arch Capital Group•Home Base, MN

5d•$203,000

About The Position

The VP, Operations Service Management (OSM) is responsible for building and leading the enterprise capability that defines, manages, and improves service performance across Underwriting Operations, IT, and business functions. This role serves as the enterprise control point for service performance, ensuring clear service ownership and accountability, standardized intake, triage, and escalation, transparent performance management (SLAs/KPIs), and disciplined root cause resolution and continuous improvement. The role governs end-to-end service performance across underwriting workflows, operational processes, and technology-enabled services, including underwriting process breakdowns, operational execution issues, and technology-enabled service disruptions. The role does not directly own service delivery teams, but enforces accountability, prioritization, and resolution outcomes across Ops, IT, and Business stakeholders. This role reports to the Head of Underwriting Operations and operates as a core member of the UW Operations leadership team. The VP, OSM acts as a key extension of the Head of UW Operations, with enterprise leadership responsibilities that expand as the OSM capability matures.

Requirements

10–15+ years in operations, service management, or operational excellence
Proven experience driving enterprise-level performance improvement across Ops + IT + Business environments
Demonstrated success in SLA/KPI design and performance management
Demonstrated success in incident/service management
Demonstrated success in root cause analysis and structural improvement
Demonstrated success in operating model design and implementation
Enterprise prioritization & trade-off management — able to balance competing demands and drive clear decisions
Cross-functional leadership — influences and aligns senior stakeholders without direct authority
Operating model design — builds scalable governance, accountability, and performance systems
Conflict resolution — navigates tension across UW, IT, and Ops to drive outcomes
Data-driven decision making — uses metrics to drive accountability and performance outcomes
Drives accountability in complex, matrixed environments
Operates at both strategic and execution levels
Builds structure and discipline without unnecessary bureaucracy
Bias toward action, speed, and measurable outcomes
Comfortable operating with enterprise-level visibility and influence

Responsibilities

Define and implement enterprise service taxonomy and ownership model, issue classification, severity, and prioritization standards, intake, triage, and escalation workflows, and clear boundaries of in-scope services. Standardize how service issues are captured, routed, and managed.
Own enterprise service performance outcomes, including SLA attainment, time-to-resolution, and reduction in repeat incidents. Establish and manage SLAs and KPIs across services. Hold functional leaders accountable through governance and transparency. Lead priority-setting and trade-off decisions across competing demands.
Own enterprise service issue governance (triage forums, service reviews). Ensure issues are clearly defined and prioritized, assigned with explicit ownership, and resolved within expected timelines. Enforce root cause analysis (RCA) discipline and drive closed-loop resolution to eliminate recurring issues.
Stand up a lean, central OSM function focused on governance and orchestration, performance reporting and analytics, and workflow and data instrumentation. Leverage embedded resources across UW Ops, IT, and Business. Partner with IT to enable tooling, automation, and visibility.
Act as the integration layer across Operations, IT, and Business. Align stakeholders on backlog prioritization and sequencing, escalation and resolution paths, and trade-offs between delivery, stabilization, and performance. Escalate and resolve cross-functional conflicts impacting service performance.
Implement and lead operational triage forums (decision-focused) and weekly service performance reviews, and monthly executive health reviews. Ensure governance forums drive decisions, actions, and accountability.
Establish consistent standards for communication, prioritization, ownership, and follow-through. Reinforce a culture of accountability, transparency, and continuous improvement. Drive adoption of service management practices across UW Ops, IT, and Business.
Act as a strategic partner to the Head of UW Operations on operating model evolution, performance priorities, and execution planning. Provide leadership coverage in defined forums, including operating reviews, escalation decision-making, and cross-functional initiatives. Lead enterprise initiatives beyond OSM that improve end-to-end UW Operations performance. Serve as a senior escalation authority for complex, cross-functional service issues. Support development and execution of the future-state UW Operations operating model.