Lead - Operations Excellence

MSIG USA continues to grow! 

Company Overview:

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Role Overview:

We are looking for a highly experienced Lead of Operations Excellence to manage the design, implementation and adoption of key operational technology initiative. This senior individual contributor acts as the bridge between Operations, Technology, Product, and Change Management to ensure that new platforms, enhancements, workflows, and automation tools are deployed successfully and meet business needs.

This is a role for someone who brings deep operational expertise, excellent program delivery discipline, and the ability to influence at all levels without direct authority. Partner with IT Scrum and other key internal and external key stakeholders.

Responsibilities: (Program Management, Business design architect, UAT, Change Management and adoption)

• Lead delivery of key digital initiatives for Operations.
• Partner with IT on system design, testing, rollout, and stabilization.
• Align platforms with operational processes, regulations, and user workflows. Drive business readiness, training, and adoption of digital solutions.
• Manage cross-functional stakeholders.
• Oversee end-to-end Operations delivery for digital programs.
• Build and track delivery plans, milestones, and risks.
• Coordinate steering committees, standups, and readiness meetings.
• Convert operational workflows into system requirements.
• Ensure solutions support all Ops functions (underwriting, claims, policy admin, audit, billing).
• Validate integration, data flows, and compliance from Ops perspective.
• Define test strategies, cases, and acceptance criteria for Operations.
• Oversee testing, coordinate testers, and resolve defects.
• Approve operational readiness for go-live.
• Set training, communications, SOP updates, and go-live support.
• Ensure user understanding and support channels.
• Monitor adoption metrics and drive optimizations.
• Advise senior Ops leaders on system impacts.
• Collaborate with IT and Product on releases and prioritization. Influence across departments without authority.

Qualifications:

• 15+ years delivering complex digital programs, preferably in insurance or financial services.
• Strong operational understanding of underwriting, claims, policy admin, or audit workflows.
• Proven success as a senior-level individual contributor driving multi-team programs.
• Exceptional communication skills with ability to simplify complexity for executives.
• Expertise in UAT planning, readiness, testing, and adoption.

Goals:

Lead one major digital platforms delivery

Adoption and system usage improved across key Ops teams.

Reduced manual work and clearer operational workflows enabled by technology.

Established a repeatable, scalable delivery playbook.

SALARY: The estimated salary range for this position is $140,000.00 - $180,000.00 per year. This is a good-faith assessment of the salary range for this position only. In determining the actual salary within this range, MSIG USA will consider a candidate’s relevant experience, location, and other job-related factors.
Additional Benefits:  
Healthcare and Retirement Benefits
Comprehensive medical, dental, and vision coverage
401(k) with a generous employer match and profit-sharing contribution
Wellness incentive program
Life and accidental death and dismemberment (AD&D) insurance
Flexible spending programs
Short-term and long-term disability plans
Additional Benefit Programs
Paid time off program
Paid charitable leave
Paid parental leave
Tuition reimbursement program
Personal insurance (auto/homeowners) discounts
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It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!  

It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.