The Company is seeking an AVP, Business Optimization to lead workforce management, vendor governance, and operational transformation within its Claims and Contact Center operations. This newly created role is pivotal in partnering with various internal and external teams to enhance service delivery, strengthen governance, and drive strategic initiatives. The successful candidate will be responsible for leading business optimization, driving scalable operational capabilities, and establishing governance frameworks to monitor performance. A key aspect of the role is to develop and present operational performance reporting, business insights, and executive updates to senior leadership. The AVP will also be instrumental in supporting budgeting, financial management, and expense optimization efforts across operational functions. Applicants for the AVP, Business Optimization role at the company should have a strong understanding of insurance operations, particularly in claims processes, customer service, and contact center environments. The role requires expertise in workforce management methodologies, forecasting models, staffing strategies, and scheduling practices. A background in vendor governance, third-party risk management, and contract oversight is essential. The ideal candidate will have a transformational experience, be an outstanding communicator, and possess a strategic and analytical mindset. A Bachelor's degree or equivalent experience, with at least 10 years in operations and 4 years in people leadership, is required. Experience in the insurance industry, particularly in travel insurance or other regulated industries, is preferred.

Hiring Company

Crum & Forster