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Job Summary
- Takes ownership for the execution and change management for medium to large scale strategic and core operational activities within Service Operations.
- Leads and facilitates large cross-functional teams in the implementation of business solutions affecting employees, customers and agents aligning with the enterprise strategy.
- Collaborates with cross functional teams and key stakeholders across the enterprise to build effective relationships and lead the delivery of initiatives and implement solutions aligned with the enterprise strategy.
- Provides business analytics and problem resolution alternatives aimed at the improvement of service, efficiency and quality.
- Acts as project lead in the identification and development of business solutions, execution of strategic initiatives, research, analysis and documentation.
- Leads the execution and change management of medium to large scale strategic and core operational initiatives supporting people, processes, tools, and technology.
- Supports project execution and change management of large, high-level complex operations projects.
- Collaborates with stakeholders to execute on projects and core operational initiatives that support strategy within the portfolio.
- Partners closely with cross functional teams such as Digital, Product, IT and Underwriting to create solutions supporting business objectives.
- Leads and supports change management execution activities including impact analysis, assessing change readiness and identifying key stakeholders.
- Collaborates with leadership, including executives, across the enterprise to build effective relationships in an effort to support the delivery of initiatives within the portfolio.
- Generates key insights that influence business decisions and solutions. Leads business analysis reviews and activities for business units to determine root cause analysis along with impact.
- Regularly develops and delivers presentations and communications supporting the execution of strategic initiatives and change management.
- Escalates issues affecting internal operations systems and external customers.
- Stays current on Service Operations change initiatives, and takes measures to understand and support change.
- Shares and takes action on research to drive improvements within Service Operations.
- Makes sound recommendations based on research of new technologies, techniques and tools to support the business.
- Performs other duties as assigned.
English Proficiency
- Fluent
Other Critical Skills
- Analytical skills
- Problem solving skills
- Management reporting
- Development/Delivery of effective presentations
- Project Management
- Change Management
Software / Tool Skills
Excel - Advanced
Powerpoint - Intermediate
Power BI reporting (user)
