Senior Director, Enterprise Process Improvement & Customer Service

This role provides strategic and operational oversight of the Policy Services Team, Client Services Team, Claim Loss History Reporting Team, and Enterprise Project Management Office, focusing on operations management, process optimization, and cross-departmental coordination.

Responsibilities

• Manage and coordinate day-to-day insurance production activities (e.g., policy issuance, renewals, endorsements, and collections) across all regions.
• Develop and implement standardized operational procedures, workflows, and best practices.
• Analyze and streamline end-to-end operational processes to eliminate bottlenecks, reduce redundancies, and improve turnaround times.
• Identify and implement process improvements and automation opportunities in collaboration with business units.
• Monitor and report on operational performance, driving continuous improvement initiatives.
• Coordinate with compliance and legal teams to proactively identify and address regulatory risks.
• Facilitate knowledge sharing and adoption of best practices.
• Support integration of new business lines into global operational frameworks.
• Develop, track, and report on key operational metrics (e.g., cycle times, error rates, customer satisfaction, productivity).
• Provide actionable insights and recommendations to senior management for strategic decision-making.
• Lead root cause analysis and corrective action planning for operational issues.
• Foster a culture of collaboration and continuous learning across diverse teams.
• Collaborate with IT, underwriting, claims, finance, and customer service teams to ensure seamless end-to-end service delivery.
• Develop and nurture strong partnerships with the Executive Leadership Team and senior business leaders to align processes with business needs and future state targets.
• Carry out supervisory responsibilities, including interviewing, hiring, training, planning, assigning work, appraising performance, recognizing/rewarding, and disciplining employees.
• Support evolving business needs as applicable.

Requirements

• Bachelor’s degree in Business Administration, Insurance, Operations Management, or related field—or an equivalent combination of education, training, and experience.
• 10+ years of experience, with 6-8 years in management roles, including 7+ years in insurance operations or production management.
• Deep understanding of insurance operational processes (policy administration, claims, renewals, etc.).
• Proven track record of divisional impact and demonstrated enterprise-wide impact.
• Strong process improvement and project management skills (Lean, Six Sigma certification a plus).
• Excellent leadership, communication, and stakeholder management abilities.
• Analytical and problem-solving mindset with attention to detail.
• Proficiency in MS Office software, with an emphasis on Excel and PowerPoint.
• Innovative, self-starter attitude.

Skills

• Operational efficiency (cycle times, productivity).
• Error and rework rates.
• Compliance audit results.
• Customer and internal stakeholder satisfaction.
• Cost savings and process improvement outcomes.

Competencies & Values

• Care: Commitment to understanding, supporting, and respecting colleagues, customers, business partners, and communities.
• Connection: Emphasis on building trust and long-lasting relationships through open communication, responsiveness, flexibility, and solution-oriented approaches.
• Collaboration: Encouragement of teamwork to generate new ideas and creative solutions, with a focus on feedback for better outcomes.
• Continuous Development: Belief and commitment to progress, innovation, and learning to improve products, services, and personal growth.

Pay

The base salary range for this role is $166,800 - $225,500. Individual compensation packages are based on factors such as geographic location, skill set, experience, qualifications, and education.