Vice President, North America Delivery Head, Contact Center

Vice President, North America Delivery Head, Contact Center

Job Summary:

This position is responsible for overseeing all aspects of Xceedance' policy lifecycle support for North America Delivery including contact center, back-end insurance operations and print services team. This includes creation and implementation of strategic and tactical goals for this team that align with Xceedance's strategic goals. It also includes management of the day-to-day transactional work through multiple unit managers and leadership staff members. This position ensures effective communication, timely implementation and high­ quality delivery of contractually obligated service level agreements to our clients, as well as overseeing multiple internal and external projects. This position is directly responsible for creating a work environment where the managers and staff within Operations at Xceedance can excel in the development and delivery of 'world class' service that is focused on exceptional quality. This position requires an individual who is a strong and engaging 'roll up the sleeves' leader with experience running a sizable high- performance operational team.

Key Responsibilities:

• Ensure continuous improvement by identifying and implementing quality, efficiency and workflow changes within Operations.
• Coordinate system user testing and/or coordination of testing within the Operations department.
• Ensure that the contact center is in compliance with all applicable regulations and standards
• Motivate employees to achieve excellence, be passionate about exceeding expectations, grow within the company and to maintain high business ethics.
• Establish and maintain relationships with key stakeholders, including customers, vendors, and partners
• Report operational proficiency to senior management with respect to meeting goals, SLAs, and resolving issues.
• Maintain stringent Standard Operating Procedures with effective change communication and ongoing maintenance.
• Work closely with EVP, Head of Commercial, Specialty & MGA, Americas and Head of Business Development as an operations consultant and subject matter expert in support of new contact center growth.
• Oversee catastrophic events and drills.
• Develop and implement strategies to achieve contact center goals and objectives
• Represent Operations to all new possible clients. Host and coordinate on site visits and demonstrations. Collaborate with sales, finance, product development and professional services.
• Provide management to the Operations teams, including leadership, planning, organizing, staffing, budgeting, and training and development of the department and staff. This management includes long term strategic planning and daily direction as needed for planned and unplanned events.
• Develop and implement training programs that enhance employee skills and knowledge
• Evaluate and develop strategy and implement processes that allow the Operations team to balance an ongoing goal of building "world class customer service" with the short-term need to attain annual profitability goals.
• Ensure smooth new client transitions as we 'on board' these clients to Operations.

Qualifications:

• Proven track record of driving results and achieving goals.
• Strong problem-solving skills.
• Experience in developing and implementing contact center strategies.
• Excellent communication and interpersonal skills.
• Knowledge of contact center technology and systems.
• A minimum of 10 years of demonstrated senior management responsibilities and demonstrated operational management responsibilities.
• Previous experience in the Personal lines & Commercial insurance environment for Policy lifecycle Support.
• Experience managing and leading a hybrid workforce.
• Familiarity with using OKR’s to measure and manage performance.
• Strong strategic, analytical, and critical thinking skills.
• Ability to analyze data and use it to drive decision-making.
• Bachelor's degree preferred or equivalent work experience.
• Experience directly managing a call center across multiple clients and work types.
• Strong leadership and management skills.
• Ability to work in a fast-paced, dynamic environment.

At Xceedance, we care about our team members and cultivate an environment that encourages learning opportunities to support our teammates development at all career junctures. Our Teammates enjoy working with a fun team of dedicated professionals who believe in a healthy work/life balance, as a teammate you will receive:

· Paid Sick, Personal, Vacation Days

· Holiday Pay

· Full health, dental and vision insurance

· 401K retirement plan

· Bonus Potential

· Life Insurance

· Short & Long-term Disability

EEO Statement

• Xceedance provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal or local law. Discrimination of any type will not be tolerated.