Insurance Operations Lead overseeing insurance workflows and driving process improvements using emerging technologies. Collaborating with stakeholders to deliver efficient and compliant insurance operations.
About the role
- Head of Centre of Excellence operations at S&P Global driving high-quality service delivery and strategic leadership. Overseeing operational frameworks and partnering with Customer Excellence leadership.
Responsibilities
- Lead the design, assessment and implementation of the CoE strategy championing a strong culture of customer centricity and accountability.
- Set a compelling talent vision and strategy to attract, develop and retain world class execution talent.
- Partner closely with Customer Excellence leadership team to provide transparency and insights that enable the effective management and evolution of the CoE execution teams.
- Work across the function to establish clear objectives, timelines, operational frameworks and performance metrics.
- Partner with the People, Tooling & Automation and Learning and Development teams to define and implement training programs and resources to ensure staff are equipped with the necessary skills and knowledge.
- Establish strong governance structures to drive operational performance, decision-making and accountability within the CoE.
- Proven track record of leading effectively in a cross functional matrix organization, partnering with leaders of each business-aligned Customer Excellence team to ensure alignment with organizational goals and customer needs.
- Continuously monitor and analyze performance metrics to identify areas for improvement and implement corrective actions as necessary.
- Foster a culture of continuous improvement by encouraging innovative solutions and best practices within the customer service, support, success and operations teams.
- Serve as a key point of contact for stakeholders, providing regular updates on CoE performance and initiatives.
Requirements
- Proven track record of leading scaled operations teams within customer excellence organizations.
- Demonstrated success in establishing and running a Centre of Excellence or similar operational framework.
- 15+ years of total experience, including 7 + years in customer support operations and at least 3 years in a management or leadership position.
- Certification in Lean Six Sigma or other process improvement methodologies is a plus.
- Experience with CRM platforms, support operations technology, and analytics tools.
- Strong leadership and people management capabilities with a track record of driving performance and motivating diverse teams.
- Exceptional analytical, problem-solving, and results-oriented approach.
- Excellent communication and relationship-building skills across all stakeholder levels.
Benefits
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energized for your time on.
- Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
- Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
- Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
- Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
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