Our client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one the largest Insurance Groups in the world.
Job Summary
This position manages the execution and change management of large, high-level, complex operations projects and core operational activities affecting employees, customers and agents. Leads and facilitates multiple large cross-functional teams in the implementation of business solutions aligning with the enterprise strategy. Performs project management and develops analytics to identify trends and make recommendations impacting changes in technology, operating procedures, and improved results. Collaborates with leadership and key stakeholders across the enterprise to build effective relationships and support the delivery of initiatives within the portfolio.
Essential Job Functions
- Initiate, research, evaluate, recommend and execute high-level complex projects and core operational activities to support Service Operations strategy, people, process, and technology initiatives.
- Leads project and supports the execution of large cross-functional enterprise strategic projects in collaboration with other enterprise teams.
- Ensure short and long term strategies, programs and processes are executed.
- Develop and lead change management plans and execution activities including impact analysis and assessing change readiness.
- Partners with other business units, including Digital, Product, IT and Underwriting, to facilitate communication and ensure projects align with operational objectives and direction.
- Lead and present analysis reviews including trend monitoring and provides sound business solutions.
- Develops and delivers presentations and communications supporting the execution of change management.
- Collaborates with key stakeholders and generates key insights influencing business decisions and solutions.
- Takes ownership for resolving and mitigating issues. Identifies opportunities and risks associated with changes in internal and external environment by developing and implementing short term and long term operational plans.
- Makes sound recommendations based on research of new technologies, techniques and tools to support and/or drive improvements within Service Operations.
- At least 5 years of experience in a similar role in in Service Operations with call center experience.
- BS Degree or equivalent
- Full English Fluency
Competencies
- Strong demonstrated analytics experience including the evaluation of contact center data, metrics and reporting.
- Experience communicating, presenting, and delivering business proposals to executive level leadership.
Software / Other Tools
- Project Management Methodology – Advanced
- Financial Modeling – Intermediate
- Strategic Planning and Execution – Advanced
This position comes with competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
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What We Do
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
