AVP, Central Operations

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Job Description Summary
The Assistant Vice President, Central Operations is responsible for managing a portfolio of Operations Centers located in US branch offices and the Philippines. This position utilizes their expertise to drive LEAN principles and methodology to assess current state and continuously improve processes and procedures in close collaboration with various internal stakeholders. The AVP works independently under guidance from the VP to provide subject matter expertise in establishing and maintaining an Operational Center of Excellence.

Primary Responsibilities may include but not limited to:

• Direct oversight of Central work team(s) based onshore and offshore across the life cycle of a policy. These may include one or more process areas such as (but not limited to): 

o Submission Intake
o Compliance Operations
o Workers’ Compensation Services
o Motor Vehicle Reporting/Filings
o Client Notification Issuance
o Consumer Complaints Handling
o Producer Appointments
o Claims Adjuster Licensing
o Policy Rating
o Policy & Endorsement Issuance
o Coverage Specific Data Processing
o Other Business Operations Support as needed
• Lead and manage assigned Central Operations teams with focus on production levels, service level agreements, quality, and cost.
• Ensures Service Level Agreements are measured and met throughout delivery team.
• Actively pursue strategic and operational objectives to meet business goals.
• Effectively develop leadership talent and frontline staff to drive deep knowledge and opportunities for career pathing.
• Utilizes LEAN principles to improve workflow and maximize efficiency.
• Effectively handles escalated customer service issues and resolves complex problems.
• Effectively handles IT related issues impacting workflow and production.
• Accountable for identifying and escalating compliance related issues.

Key Competencies
• Advanced team management and excellent leadership abilities, fostering a collaborative and results-driven culture
• Strong continual improvement mindset and ability to utilize LEAN management systems.
• Technical Expertise with a knowledge of regulatory and compliance issue
• Ability to develop and nurture relationships with key partners across the organization
• Project management and organizational skills
• Strong working knowledge of standard insurance coverages/terminology
• Proficient in Microsoft Office Suite, SmartSheets, ImageRight, PowerBI. Other insurance platforms a plus (Policy Decisions, PolicyWriter, etc.)

Education and Experience
• College degree – BA or BS preferred
• 6-8 years relevant business experience 
• Insurance Operations or related experience
• AINS, CPCU or similar designation is a plus

For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.

$111,000 - $150,000/year

• Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.

Click here to learn more on available benefits.

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

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