Senior Director, Enterprise Process Improvement & Customer Service

The Senior Director, Enterprise Process Improvement and Customer Service (Operations) is responsible for the strategic and operational oversight of the Policy Services Team, Client Services Team, Claim Loss History Reporting Team, and Enterprise Project Management Office. This role is focused on operations management, as well as planning, execution, and delivery of various process optimization projects and programs across the organization. This role is responsible for coordinating with other department leaders, ensuring operational support, assigning and managing operations and process optimization resources, preparing and monitoring budgets, identifying and mitigating risks and reporting on department/project progress and outcomes. They will develop and implement department policies, procedures, processes and controls. The Senior Director, Enterprise Process Improvement and Customer Service will ensure service excellence and alignment with the organizational strategies and goals.

Essential Duties & Responsibilities

• Manage and coordinate day-to-day insurance production activities (e.g., policy issuance, renewals, endorsements, and collections) across all regions.
• Develop and implement standardized operational procedures, workflows, and best practices.
• Analyze and streamline end-to-end operational processes to eliminate bottlenecks, reduce redundancies, and improve turnaround times.
• Identify and implement process improvements and automation opportunities in collaboration with business units
• Monitor and report on operational performance, driving continuous improvement initiatives.
• Coordinate with compliance and legal teams to proactively identify and address regulatory risks as required.
• Facilitate knowledge sharing and adoption of best practices
• Support integration of new business lines into global operational frameworks.
• Develop, track, and report on key operational metrics (e.g., cycle times, error rates, customer satisfaction, productivity).
• Provide actionable insights and recommendations to senior management for strategic decision-making.
• Lead root cause analysis and corrective action planning for operational issues.
• Foster a culture of collaboration and continuous learning across diverse teams.
• Collaborate with IT, underwriting, claims, finance, and customer service teams to ensure seamless end-to-end service delivery.
• Develop and nurture strong partnerships with Executive Leadership Team and senior business leaders to understand issues and priorities, solve problems and improve processes to align with business needs and future state targets.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing/rewarding and disciplining employees; addressing complaints and resolving problems.
• Support evolving business needs, as applicable.
  
  

Education, Experience, Competencies & Values

• Bachelor’s degree in Business Administration, Insurance, Operations Management, or related field or an equivalent combination of education, training, and experience.
• 10 yrs of experience, with 6-8 years in management roles, which includes 7 years of experience in insurance operations or production management.
• Deep understanding of insurance operational processes (policy admin, claims, renewals, etc.).
• Proven track record of divisional impact and demonstrated enterprise-wide impact.
• Strong process improvement and project management skills (Lean, Six Sigma certification a plus).
• Excellent leadership, communication, and stakeholder management abilities.
• Analytical and problem-solving mindset, with attention to detail.
• Proficiency in MS Office software, with an emphasis on Excel and PowerPoint.
• Must be innovative with a “self-starter” attitude.
• Proficient in strong outcome-based measures for evaluating operational effectiveness and business process performance including:
• Operational efficiency (cycle times, productivity)
• Error and rework rates
• Compliance audit results
• Customer and internal stakeholder satisfaction
• Cost savings and process improvement outcomes
  

Competencies & Values

• Care - a commitment to understanding, supporting, and respecting our colleagues, customers, business partners, and communities. Be compassionate and charitable.
• Connection - an emphasis on building trust and long-lasting relationships. Understand the importance of, and commit to, open communication and being responsive, flexible, and solution-oriented.
• Collaboration - a culture that encourages working together to generate new ideas and creative solutions. Ask for and listen to feedback as a way to achieve better outcomes.
• Continuous Development – a belief and commitment to progress, innovation, and learning. A focus on improving and developing products, services, and ourselves.
  
  

The base salary range for this role is $166,800 - $225,500. Individual compensation packages are based on a variety of factors that are unique to each candidate including geographic location, skill set, experience, qualifications and education.

If you're a caring and customer focused individual who enjoys working with passionate team members, Coverys is the right company for you!