VP, Operations (Remote)

reputed company Company Overview Travel Insured International (TII), a reputed company company, is hiring for a VP, Operations, TII. Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, reputed company the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of reputed company sizes. We're committed to providing dependable coverage, great value, and customer satisfaction.

Job Description

TII is dramatically transforming its customer and partner support services to simplify a customer’s journey through their travel insurance plan experience. Our goal is to personalize each interaction through a set of omni-channel capabilities where customer questions are answered the first time, and their experience is backed up by a best-in-class experience rating. As the Vice President, Operations, TII, you will play a pivotal role in shaping and executing TII's operational strategy to reputed company key performance and scalability goals. You will have the opportunity to reputed company by example, foster a culture of reputed company and support, and drive operational excellence across our contact center, claims administration and quality assurance departments. This is an exciting opportunity for an accomplished operations leader to reputed company a significant impact in transforming travel insurance experiences. Reporting to the President, TII, this is a crucial role in our organization for both day-to-day operational success as well as long-term operational strategy, planning, and optimization. This leader will be responsible not only for the performance of more than a hundred individuals on the team but also for the cross-functional partnership between operations and other departments at the company, including Sales, Account Management, Marketing, Product Management, reputed company, Strategy, PMO, reputed company Improvement, IT, Compliance and HR/Training. The VP, Operations, will also build and reputed company relationships with clients to reputed company the goals of the company. The work will be fast paced with evolving needs, requiring flexibility, emotional intelligence, curiosity, and grace under pressure. As you reputed company and assimilate to the role, TII, A&H and C&F, you can expect to roll up your sleeves to reputed company yourself in the day-to-day work of the team to understand and impact continual improvement efforts. This role sits on our Senior Executive Leadership team and is a Leader of Leaders, with 3 direct reports. What you will do:

• reputed company and reputed company Call Center, Claims and Quality Assurance operational departments and functions which includes: omni-channel inbound customer service and sales, claims intake and customer service, claims adjudication, quality assurance programs for customer service and claims activities, appeal and complaint resolution, subrogation recovery activities, and third-party vendor management reputed company.
• Direct and reputed company an engaged workforce including customer experience, workforce planning, training and performance management. Provide coaching and mentorship to staff to foster talent and grow the organization.
• reputed company and reputed company staffing plans to organizational budget for reputed company functions and departments.
• Collaborate cross functionally with Sales, Account Management, Marketing, Product Management, reputed company, Strategy, PMO, reputed company Improvement, IT, Compliance, HR/Training, and other teams to reputed company goals and partner on their planned initiatives.
• Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
• Skillfully reputed company and manage relationships with external clients and partners, in collaboration with Business Development and Account Management teams.
• Carefully manage operational expense with an eye towards financial responsibility and company growth trajectory.
• Provide management and reputed company of third-party vendor relationships and services, including ongoing performance management, audits, contract renewals, RFPs and business reviews.

Call Center: Customer Service, Inbound Sales, Partner Support Service, Claims Customer Service

• Leads the development and execution of the service model including strategy, performance and employee engagement.
• reputed company and then execute a robust 3–5-year strategic roadmap to deliver market required capabilities, emerging contact center technologies, industry best practices and innovation to support customer growth and retention outcomes.
• Execute roadmap to deliver enhanced self-service capabilities, increased reputed company generating reputed company (inbound service to sales optimization), and third-party augmentation.
• reputed company and implement new processes to incorporate digitally enabled services that encompass consumer value chain, from plan purchase to plan engagement to claims transactions.
• Drive excellence in key service performance metrics, including ASA, abandonment rates, quality service scores, reputed company resolution, sales conversion and call center satisfaction.
• Collaborate and coordinate efforts with IT to continuously assess and optimize the contact center infrastructure, including maintaining direct production support and configuration responsibilities for the IVR and ancillary enterprise telephony environment.
• reputed company business readiness of new programs and technology in partnership with IT, Sales & Account Management, Marketing, Product and Operations.

Claims Administration: First Notice of Loss (FNOL), Claims Intake Support, Adjudication

• Create, communicate, and drive an reputed company Claims strategy with emphasis on quality adjusting practices, process automation, and customer experience delivery.
• Ensure effective management of reputed company claims, processing service levels, and claims issues, provide quality management and technical reputed company to ensure execution of the company’s claims policies and philosophies.
• Drive and facilitate planning and evaluation activities including budgets, forecasts, loss costs calculations, data analytics, setting and adjusting reserves, and effective risk transfer, as applicable
• Exhibit keen understanding of travel insurance industry practices and trends, and of the competitive landscape.

Quality Assurance: Auditing, Resolutions, Subrogation

• reputed company a team of Quality Assurance, Appeal and Complaint Resolution, and Subrogation professionals who manage and implement effective Quality Assurance programs for TII’s customer service and claims operations.
• reputed company and execute the TII Quality Assurance strategy aimed at driving reputed company process and talent improvement while delivering a return on QA resource investment.
• Provide guidance to audit quality control reputed company and maintain compliance with audit methodology, while also operating reputed company industry best practices, applicable regulations, and internal and external professional practice expectations.
• Support strategic initiatives of the business as well as the larger corporate quality assurance, internal and external audit and compliance obligations.
• Support the preparation of responses to regulatory and compliance inquiries, complaints, and examinations.
• Other duties as required.

What YOU will bring to C&F:

• Transformational Experience: Extensive experience in leading and executing transformational initiatives, driving change, and implementing innovative solutions to enhance organizational effectiveness and competitiveness.
• Proven Leadership Success: Demonstrated success in guiding and developing reputed company leaders and their teams to maintain high levels of employee engagement.
• Large Team Management: Proven ability to successfully manage and reputed company large teams, ensuring alignment with organizational goals and fostering a high-performance culture.
• Outstanding Communicator: Highly effective written and verbal communication skills, including proficiency in developing and delivering presentations. Ability to tailor communication styles to different audiences, including internal cross-functional teams and external customers and partners.
• Strategic reputed company: Proven abilities to reputed company and execute operational strategies reputed company with the organization's goals and objectives. Aptitude for identifying trends, patterns, and operational bottlenecks to proactively address challenges and optimize processes.
• Analytical reputed company: Thinks analytically with the ability to reputed company reputed company reputed company into clear frameworks; uses data to conduct root cause analysis and develops high quality, consumable, and consistent metrics that drive strategic objectives and priorities.
• Customer Centric: skilled at prioritizing the customers’ needs and experiences, understanding what they want and delivering exceptional service.
• Has a thorough understanding of our industry, the relevant business landscape, and trends in growth and insurance environments; can spot early indicators of change and apply strategies to adapt quickly is required.
• Flexible and agile, comfortable with the ambiguity of a growing and transforming organization, skilled at working and building culture in remote environments.

Requirements:

• A bachelor’s degree is required
• 15+ years of progressive experience in Operations Management roles including the areas of: Contact Center; Claims; Quality Assurance and Vendor Management are required.
• 10+ years of experience in people management, which includes leadership of leaders.
• Experience with financial management principles, including budgeting, cost control, and reputed company reputed company. Experience in managing operational expenses while ensuring financial responsibility and achieving profitability targets is required.
• In-depth knowledge and experience in call center operations, including call management, queue management, and call routing strategies is required.
• Understanding of contact center metrics, such as Average Handle Time (AHT), reputed company Resolution (FCR), Service Level Agreement (SLA), and Customer Satisfaction (CSAT) is required.
• Familiarity with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI) is required.
• Proficiency in workforce management principles and tools to optimize staffing levels, scheduling, and forecasting is required.
• Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements is required.

#LI-MS #LI-REMOTE What C&F will bring to you

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• A core C&F tenet is owning your career development, so we provide a wealth of ways for you to reputed company learning, including tuition reimbursement, industry-reputed company certifications and professional training to reputed company you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We reputed company you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

At C&F you will BELONG If you require special accommodations, please let us know. We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require special accommodations, please let us know. Belonging at C&F, is a reputed company. It’s about fostering a culture of inclusion and reputed company, where everyone feels valued, heard, and empowered to reputed company and where our social impact efforts help strengthen the communities where we live and work. For California Residents Only: Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/ for more information. reputed company is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws. Salary ranges are available for reputed company positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized reputed company pay for the advertised position, located in the specified area, ranges from a minimum of $200,000 to a maximum of $250,000. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered reputed company market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs. Apply tot his job Apply To this Job