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.
What you will do:
- Oversee and lead Call Center, Claims and Quality Assurance operational departments and functions which includes: omni-channel inbound customer service and sales, claims intake and customer service, claims adjudication, quality assurance programs for customer service and claims activities, appeal and complaint resolution, subrogation recovery activities, and third-party vendor management oversight.
- Direct and lead an engaged workforce including customer experience, workforce planning, training and performance management. Provide coaching and mentorship to staff to foster talent and grow the organization.
- Develop and oversee staffing plans to organizational budget for all functions and departments.
- Collaborate cross functionally with Sales, Account Management, Marketing, Product Management, Underwriting, Strategy, PMO, Continuous Improvement, IT, Compliance, HR/Training, and other teams to achieve goals and partner on their planned initiatives.
- Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
- Skillfully develop and manage relationships with external clients and partners, in collaboration with Business Development and Account Management teams.
- 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, including ongoing performance management, audits, contract renewals, RFPs and business reviews.
Call Center: Customer Service, Inbound Sales, Partner Support Service, Claims Customer Service
- Leads the development and execution of the service model including strategy, performance and employee engagement.
- Develop and then execute a robust 3–5-year strategic roadmap to deliver market required capabilities, emerging contact center technologies, industry best practices and innovation to support customer growth and retention outcomes.
- Execute roadmap to deliver enhanced self-service capabilities, increased revenue generating capacity (inbound service to sales optimization), and third-party augmentation.
- Develop and implement new processes to incorporate digitally enabled services that encompass consumer value chain, from plan purchase to plan engagement to claims transactions.
- Drive excellence in key service performance metrics, including ASA, abandonment rates, quality service scores, first call resolution, sales conversion and call center satisfaction.
- Collaborate and coordinate efforts with IT to continuously assess and optimize the contact center infrastructure, including maintaining direct production support and configuration responsibilities for the IVR and ancillary enterprise telephony environment.
- Oversee business readiness of new programs and technology in partnership with IT, Sales & Account Management, Marketing, Product and Operations.
Claims Administration: First Notice of Loss (FNOL), Claims Intake Support, Adjudication
- Create, communicate, and drive an aligned Claims strategy with emphasis on quality adjusting practices, process automation, and customer experience delivery.
- Ensure effective management of all claims, processing service levels, and claims issues, provide quality management and technical oversight to ensure execution of the company’s claims policies and philosophies.
- Drive and facilitate planning and evaluation activities including budgets, forecasts, loss costs calculations, data analytics, setting and adjusting reserves, and effective risk transfer, as applicable
- Exhibit keen understanding of travel insurance industry practices and trends, and of the competitive landscape.
Quality Assurance: Auditing, Resolutions, Subrogation
- Lead a team of Quality Assurance, Appeal and Complaint Resolution, and Subrogation professionals who manage and implement effective Quality Assurance programs for TII’s customer service and claims operations.
- Develop and execute the TII Quality Assurance strategy aimed at driving continuous process and talent improvement while delivering a return on QA resource investment.
- Provide guidance to audit quality control framework and maintain compliance with audit methodology, while also operating within industry best practices, applicable regulations, and internal and external professional practice expectations.
- Support strategic initiatives of the business as well as the larger corporate quality assurance, internal and external audit and compliance obligations.
- Support the preparation of responses to regulatory and compliance inquiries, complaints, and examinations.
- Other duties as required.
What YOU will bring to C&F:
- Transformational Experience: Extensive experience in leading and executing transformational initiatives, driving change, and implementing innovative solutions to enhance organizational effectiveness and competitiveness.
- Proven Leadership Success: Demonstrated success in guiding and developing experienced leaders and their teams to maintain high levels of employee engagement.
- Large Team Management: Proven ability to successfully manage and lead large teams, ensuring alignment with organizational goals and fostering a high-performance culture.
- Outstanding Communicator: Highly effective written and verbal communication skills, including proficiency in developing and delivering presentations. Ability to tailor communication styles to different audiences, including internal cross-functional teams and external customers and partners.
- Strategic mindset: Proven abilities to develop and execute operational strategies aligned with the organization's goals and objectives. Aptitude for identifying trends, patterns, and operational bottlenecks to proactively address challenges and optimize processes.
- Analytical mindset: Thinks analytically with the ability to articulate complex ideas into clear frameworks; uses data to conduct root cause analysis and develops high quality, consumable, and consistent metrics that drive strategic objectives and priorities.
- Customer Centric: skilled at prioritizing the customers’ needs and experiences, understanding what they want and delivering exceptional service.
- Has a thorough understanding of our industry, the relevant business landscape, and trends in growth and insurance environments; can spot early indicators of change and apply strategies to adapt quickly is required.
- Flexible and agile, comfortable with the ambiguity of a growing and transforming organization, skilled at working and building culture in remote environments.
Requirements:
- A bachelor’s degree is required
- 15+ years of progressive experience in Operations Management roles including the areas of: Contact Center; Claims; Quality Assurance and Vendor Management are required.
- 10+ years of experience in people management, which includes leadership of leaders.
- Experience with financial management principles, including budgeting, cost control, and revenue generation. Experience in managing operational expenses while ensuring financial responsibility and achieving profitability targets is required.
- In-depth knowledge and experience in call center operations, including call management, queue management, and call routing strategies is required.
- Understanding of contact center metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA), and Customer Satisfaction (CSAT) is required.
- Familiarity with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI) is required.
- Proficiency in workforce management principles and tools to optimize staffing levels, scheduling, and forecasting is required.
- Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements is required.
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