Senior Director – IDI Shared Services Operations

Senior Director – IDI Shared Services Operations

Requirements

• Bachelor’s degree is required.
• 7 years of progressively responsible experience in Individual Disability Insurance is required.
• 3 years of experience leading leaders within Individual Disability Insurance is required.
• Proficiency in Lean principles and Lean Management System, change management theories and techniques.

Responsibilities

• Lead and develop teams responsible for key components of IDI Operations, including application value stream, policyholder services, contact center, premium, and billing.
• Support the IDI divisional goals by building a continuous improvement culture that moves the operational effectiveness and performance of the organization forward.
• Utilize broad understanding of The Standard’s capabilities, the individual insurance industry, and customer needs to deliver market-leading capabilities and experiences to our customers, partners, and employees.
• Serve as the IDI leader responsible for managing vendor relationships.
• Apply in-depth knowledge of team functions to support growth and continuous improvement, creating and maintaining a work environment where employees can thrive.
• Understand the main business drivers of current and potential customers and influence the design of future solutions to deliver a best-in-class service experience.
• Ensure strong, collaborative relationships with all business functions (i.e. underwriting and sales) to deliver a high-quality onboarding and ongoing service experience with The Standard.
• Build and lead an industry best service organization centered around continuous improvement, leveraging problems and problem solving to improve the customer experience and increase productivity.
• Drive prioritization of value stream level work and strategic initiatives.
• Leverage understanding of the main business drivers of current and potential customers to influence the design of future solutions. Create and support projects and programs that improve the Insurance Services Group (ISG) reputation for providing an excellent customer experience.

Preferred Qualifications

• Provide support to leaders and teams, understand how teams are performing via ‘go and see’ and coaching them to become expert problem solvers in a continuous improvement environment.
• Ability to develop and maintain tools and service delivery models to support new products and capabilities across all lines of business.
• Ability to foster an engaging work environment with intrinsic and extrinsic rewards, holding self and employees accountable with company values in mind.