VP, Automotive Operations
Vice President, Automotive Operations
is responsible for establishing policies, procedures and performance management to support and contribute to product offerings to enhance profitability and improve product loss ratios, while leading the Assurant Automotive Operations unit (500 associates).
Identifies business issues, trends, and opportunities to improve operations. Establishes policies and procedures that improve efficiency, profitability and loss ratio performance.
Provides leadership to operations unit that currently has 500 associates (including vendor locations) and support business growth.
Responsible for the effectiveness and efficiencies of enrollment and claims operations and all operational support services. Leads all systems development and process improvement efforts to improve operations.
Provides overall direction and management to the leadership teams for internal and external call center locations to ensure efficiencies, performance, SLA adheres and performance metrics. Continuously evaluates call center performance and proactively seeks continuous improvement.
Provides product consulting advice to improve offering and profitability with respect to operational expenses and claims risk. Controls and oversees reporting of claims operating results to improve product profitability.
Sponsors and champions actions at the product line, business unit, enterprise level that improve operations, employing influence and technical expertise and leads teams to implement required changes.
Responsible for managing an effective ecosystem between operations, IT, and sales / field staff, to execute on common business objectives to ensure that service delivery is aligned with business goals.
* Bachelor’s degree in Business, or a related field. * Expertise of operations strategy and claims related processes / risk management with a complete understanding of the factors that influence auto operational service delivery and business profitability. * Strategic and critical analytic thinking to manage and provide advice relating to new business operational set up, contact center service delivery, claims processes and all related operations processes. * 7 years of analytical, process improvement and business leadership experience.
* 7 years Operational Efficiency experience
* Requires excellent oral, written, and presentation skills to effectively communicate and influence operational improvement strategy and corresponding operating procedures to all levels within the company. track record of driving and achieving results * Understands the Assurant Automotive Business or has experience with comparable industry leader; enables business opportunities; establishes stretch goals; achieves business and operations goals; aligned with business objectives * Strong contact center leadership and business acumen with demonstrated strength for executing strategies successfully across multiple locations. * Analyzes; integrates; understands the application of financial strategies and systems; * Understands and can articulate business interdependencies; is able to navigate the end to end business areas required to effectively execute operations. * Leads change within operations and across functional teams; * Able to effectively work through conflict and make difficult decisions in the face of adversity, with objective decision-making that is aligned to business delivery needs. * Encourages new ideas; values sound approaches; rewards change; addresses change resistance; manages complexity and contradictions; effectively manages conflict * Builds trust and credibility across the organizations at all levels; brings teams together across functional areas to collaborate and drive results. * Operates with integrity; discloses own position; remains open to ideas; supports others; accepts consequences; lives up to core values * Builds partnerships and collaborative relationships * Identifies partnership needs; explores partnership opportunities; Formulates action plans; subordinates own area’s goals; manages partnerships * Develops operations goals that are aligned to enable engagement, growth, performance in his/her area of accountability.
* Requires ability to process complex time sensitive data and information from multiple sources, make decisions based on this data, and to effectively communicate the related required actions to a broad audience. * The job incumbent must perform duties under deadline pressure in a fast-paced, high volume, office work environment.
Master’s in Business Administration, or a related field.
Warranty / Insurance and or Automotive expertise
VP, Automotive Operations