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Enterprise Operations Leader
OneAmerica Financial Partners, Inc.
Indianapolis, IN, United States
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Description
Head of Enterprise Operations
OneAmerica is in the process of bringing a new strategic and consolidated approach to all operations at this fast growing insurance company. This new approach to operations will allow for the delivery of differentiated customer service along all touch points as well as increasing the impact of OneAmerica’s operating leverage on a national basis.
The Head of Enterprise Operations, will need to work effectively with the operations team to ensure the appropriate operating environment to support the continued business growth across multiple product lines. This leader will oversee the drive to enhance performance and help establish an organization that is focused on driving a sophisticated client engagement model. Close collaboration and partnership will be required with other business partners such as technology, product, distribution, strategy and planning, legal, finance, human resources, and all corporate functions as needed.
KEY RESPONSIBILITIES
• Oversight of the leadership team that is responsible for leading the transformation of OneAmerica’s operations to elevate a differentiated customer experience, create operating leverage and supporting business growth.
• Ensure that service and claim control levels are met effectively for each product line.
• Guarantee compliance and meet established quality customer service standards for the business
• Mitigate regulatory risks by managing compliance, service, complaints, and claims that represent risks for OneAmerica.
• Define and manage preventive and corrective action plans associated with internal and external audits to guarantee policy compliance as well as regulatory compliance.
• Set and control budgets to ensure the appropriate operational needs are being met
• Ensure day to day operations of the business are efficiently, effectively and pro-actively managed to relevant internal service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure that appropriate authorizations for approval, operational and financial controls are in place.
• Develop budgets of the department to ensure that plans support the objectives of high quality service to the customers, increased productivity and lower unit costs.
• Work with all outsourcing vendors, set SLAs and KPIs for all third party service providers and partner with strategic vendor operations to manage the relationships with third party providers.
• Ensure process excellence and sponsor continuous improvement and reengineering of processes. Lead OneAmerica’s operations teams to find and develop actionable plans to increase customer service and operations effectiveness, efficiency, quality, customer satisfaction, and persistency.
• Partner with human resources business partners to develop and implement comprehensive talent management programs for all operations employees.
• Drive operational excellence, across the organization including all aspects of customer service. This will be done by establishing a strong operational foundation and then driving improvements across all services.
DESIRED OUTCOMES
• This will be done by establishing a strong operational foundation and then driving improvements across all services (both physical and virtual).
• Create and deliver a longer term operational strategy that meets the needs of the lines of business and directly supports the strategy of OneAmerica. Ensure this vision is shared by appropriate executives and has a clear path forward from funding to implementation.
• Via an assessment of the competition and the marketplace ensure that scarce funds are being deployed in the highest gain technology areas that will help OneAmerica remain not only a competitor but a market leader in important operational areas.
Requirements
IDEAL EXPERIENCE
Ten years of general management/operations experience
Insurance or broader financial services experience preferred; experience in at least one product set required.
Experience leading an organization through operational transformation
Scaling for growth, improving efficiency, reducing cost, and/or integrating business units or capabilities.
Experience leading teams in excess of 200 employees
Including full-time, contract, and vendor resources.
M&A experience
Experience leading an organization synthesizing M&A activities.
Professional experience utilizing process methodology
E.g. Six Sigma, Lean, Kaizen, etc.
CRITICAL LEADERSHIP CAPABILITIES
Driving Results
• Acts to surpass goals, seizing opportunities to push the envelope.
• Sets continually higher goals that are ambitious but realistic for self and team, geared to organizational objectives.
• Focuses on new business opportunities that enable business development targets to be exceeded.
Leading Change
• Communicates new operating model changes with clear rationale and appeal to drive consensus across OneAmerica; takes a practical vs. theoretical approach.
• Advocates for centralization and consolidation efforts.
• Speaks at all available opportunities about future direction.
• Adjusts communication style to changing situations and to respond to audience concerns (including culture, background, or style).