The National Operations Leader Regional supports the business segment within their designated Operating Region, Specialty Broker, or Small Business Unit, (The Region), by developing workflows, processes, automations and timelines to develop an aligned process that is harmonized with National workflows. The Leader will be the primary interface between Client Experience leadership within the Region to ensure back-office business processes, systems, and tools are meeting their Service objectives. In that capacity, the Leader also serves as the conduit for updating the back office business processes, systems and tools as improvements are available, whether they emerge from improvements in workflow or from new technologies. They will coordinate with a team of regional Quality Assurance consultants and specialists, tasked with performing audits to ensure accuracy of data while updating processes to create operational efficiencies. The Leader will also coordinate utilization of 3rd Party contractors (BPO resources) for their associated Region. This role requires a heightened awareness of the Azimuth and the ability to live the Azimuth by example.
The National Operations Leader, Regional designs workflows and key performance indicators to realize the strategic goals and client journey vision.
Designs and supports execution of reports and metrics for tracking KPI's and driving accountable performance. Maintains a toolkit to enable Vanguard service delivery, including the continuous improvement and evolution of the Platform including Colleague work allocation, business processes, tool selection and utilization, and operational efficiency. Represents a variety of user's interests in evolving the platform and deploying new capabilities into the service chain. Confirms colleagues are prepared for their function through training and follow up. Provides subject matter expertise in a particular business segment and drives data utilization and accuracy.
Assists with establishing the organization's strategic and operational performance at all levels.
Drive firm operations to insure efficiency, quality, service, and cost-effective management of resources,
Evaluate and refine service strategy, to enhance the client experience and retention while increasing sales velocity.
Lead our national AMS implementation and provide ongoing support including continued system optimization
Review current process, procedure, workflows and timeline used regionally to identify best practices. In collaboration with regional CE leaders and the MDs, create a consistent and harmonized service structure and consistent process to support our go to market strategy to develop and implement a uniform peace of mind timeline
Oversee the management of complex inquiries throughout all agency management systems and manage automated system connections
Promotes and sustains a high-performance culture through attracting, developing, and retaining a highly motivated and effective service, and support team. Inspires loyalty and commitment necessary to maintain motivated, productive, and competent colleagues
Interfaces with service providers to achieve cost and efficiency objectives, including 3rd Party / contingient labor sources.
Evaluate performance of Colleagues for adherence with established policies and objectives of the firm and contributions in attaining objectives
IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.
Click here for some insight into our culture!
What We Do
BRP is now The Baldwin Group! We’ve updated our name to reflect our unified group of talented teams across the country.
The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since our founding in 2011, we’ve evolved from a local business into a national firm with a vast network of specializations and industry practices for the benefit of our more than two million clients across the country.
In addition, we have built excellent relationships with a wide range of insurance company partners. These relationships, coupled with our entrepreneurial and family-oriented culture, and deep expertise enable us to seamlessly deliver a breadth of innovative solutions to clients.
At The Baldwin Group, we help provide the solutions our clients need to have confidence and gain peace of mind as they pursue what’s possible for themselves, their families, and their businesses. Whether they are renting their first apartment or buying a larger home, opening a small business or taking their company public, we offer solutions to support them on every step of their journey. This has been our story since the beginning—we provide the indispensable expertise and quality insights that give our clients peace of mind to pursue their purpose, passion, and dreams. And that’s what The Baldwin Group will continue to do for years to come: we Protect the Possible℠.
.jpeg){kind=icon}
_0.jpg)
