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Head of Service Operations
Head of Service Operations
Job Type: Permanent
Build a brilliant future with Hiscox
About Hiscox USA
Hiscox USA underwrites small- to mid-market commercial risks through brokers, other insurers and distribution partners and directly to businesses. In 2023, gross written premiums for the segment will represent over $1bn. Circa 50% of the portfolio comprises small commercial business sold either online or through intermediaries, and the remaining 50% represents traditionally traded business intermediated through broking partners including Professions, Crisis Management and Specialist lines such as Media & Entertainment.
The role
The Head of Service Operations is a strategic leader responsible for all aspects of customer, broker, and partner service for Hiscox’ $1B US business, reporting into the Chief Operating Officer. Core responsibilities include contact center and back-office operations, management of our closely integrated third-party vendor, operational support for vendor and internal partners, and digital transformation of business processes and customer service experience.
Key responsibilities:
- Service Delivery Strategy: Develop a strategic vision for service excellence that makes Hiscox’ service a strategic differentiator for customers and partners.
- Operational Support: Oversee teams and processes that support the ongoing operation of the US business.
- Operational Efficiency: Build and maintain efficient, customer-centric processes that drive out cost and friction.
- Service Enablement: Establish and maintain tools and governance needed to support the service delivery lifecycle.
- Vendor Management: Oversee vendor performance and drive accountability for contractually agreed-upon business outcomes.
- Risk Management: Identify potential risks related to service operations and develop mitigation strategies.
- Financial Management: Manage a $20M+ budget for service delivery and operations.
- Team Development: Build, develop and engage a high-performing team of service delivery and operations professionals.
Relevant Experience:
- 10+ years of experience in service delivery or operations management, with at least 5 years in a leadership position.
- Experience managing outcomes through third-party vendors and negotiating contracts and service level agreements (SLAs).
- Proven track record of leading digital transformation and continuous improvement initiatives.
- Leadership experience driving outcomes through others and developing high-performing teams.
Qualifications:
- Bachelor’s degree.
- Customer-focused mindset with a passion for delivering exceptional service.
- Strong understanding of service delivery and operations frameworks.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage complex projects and drive change in a dynamic environment.
- Strong analytical and problem-solving skills.
- Strong knowledge of digital transformation trends and agile methodologies.
What we offer:
- 401(k) with competitive company matching.
- Comprehensive health insurance, vision, dental and FSA plans.
- Company paid group term life, short- term disability and long-term disability coverage.
- 24 Paid time off days plus 2 Hiscox days, 10 paid holidays plus 1 paid floating holiday.
- Paid parental leave.
- 4-week paid sabbatical after every 5 years of service.
- Financial Adoption Assistance and Medical Travel Reimbursement Programs.
- Annual reimbursement up to $600 for health club membership.
- Company paid subscription to Headspace.
- 2023 Gold level recipient of Cigna’s Healthy Workforce Designation.
- Dynamic, creative and values-driven culture.
- Modern and open office spaces.
- Spirit of volunteerism, social responsibility and community involvement.
Salary range: $220k – $300k
The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country.
Why work here?
If you want to help build a brilliant future; work with amazing people; be part of a unique company culture; and enjoy great employee benefits, come and join us.
Get in touch
If this is your first time visiting our career site, please select the ‘Introduce yourself’ button on the top right.
About us
We’re a global, specialist insurer headquartered in Bermuda and listed on the London Stock Exchange. With 3,000 employees and 32 offices in 12 countries, we’re a business with lots of opportunity for people with talent, spark and ambition.
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