Senior Manager, Operations
New
I
Integrated Specialty Coverages, LLCCommercial Insurance
Remote United StatesFull-TimeManager
Salary$135,000 — $169,000 USD
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Job Details
- Experience
- 3–5+ years of experience in vendor management, BPO operations, procurement, or a related discipline; 3+ years of P&C commercial insurance experience
- Required Skills
- Project ManagementData AnalysisZendeskServiceNow
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 3+ years of P&C commercial insurance experience.
- 3–5+ years of experience in vendor management, BPO operations, procurement, or a related discipline.
- Six Sigma Green Belt certification required.
- Proven track record negotiating complex, multi-vendor, multi-geography contracts.
- Experience managing vendor onboarding and offboarding.
- Demonstrated experience overseeing outsourced teams through performance management.
- Proficiency with enterprise ticketing/workflow platforms such as Zendesk, ServiceNow, or Salesforce Service Cloud.
- Strong command of CX and operational KPIs (FCR, AHT, NPS, CSAT, SLA adherence).
- Proficiency in data analysis tools like Excel, Google Sheets, or BI tools (Tableau, Power BI, Looker).
- Executive-level written and verbal communication skills.
- Must reside in Ohio, Georgia, Pennsylvania, Florida, Arizona, or Texas.
Responsibilities
- Develop, sustain, and deepen relationships with critical BPO vendors.
- Lead vendor onboarding and offboarding processes, including transition planning and contractual closeout.
- Apply Six Sigma methodology to identify defects and drive process improvements.
- Monitor KPIs, SLAs, quality scores, and productivity metrics through monthly performance reviews.
- Ensure BPO partners adhere to P&C insurance regulatory requirements and data security standards.
- Serve as the primary escalation point for BPO-originated issues.
- Partner with Finance, Legal, and Compliance to manage vendor agreements and budget planning.
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