What are the responsibilities and job description for the VP, BUSINESS PROCESS OPTIMIZATION AND SOLUTIONS position at Lakeview Household Insurance Solutions?
Overview
The VP, Process Optimization and Carrier Relations is responsible for supporting Lakeview Household Solutions in implementing new processes within the call center, evaluating and onboarding new vendors to support key initiatives, managing implementation of key operations initiatives, providing occasional training support for agents related to new carriers and initiatives, and driving growth and support of our carrier panel. This role will focus on the daily work required to maintain and improve the high level of performance LHIS expects within our contact center, including our Sales, Service, and Outbound Call marketing teams.
The VP, Process Optimization and Carrier Relations serves as a key leader within the contact center and the larger LHIS business, collaborating with Sales, Product, Operations, Training, and Marketing leaders to identify and implement opportunities for improvement. This VP will also be responsible for establishing and maintaining strong carrier relationships, including supporting onboarding and appointment, tracking success metrics at the carrier level, and maintaining a regular cadence of engagement with carriers to identify opportunities for improvement.
Responsibilities
Process Optimization & Management
Qualifications
Required
The job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment. There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling. Lifting and moving objects up to 10 pounds is a regular part of the role. Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary.
Additionally, the employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps. If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.
EEOC
Lakeview Household Insurance Solutions, LLC is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
The VP, Process Optimization and Carrier Relations is responsible for supporting Lakeview Household Solutions in implementing new processes within the call center, evaluating and onboarding new vendors to support key initiatives, managing implementation of key operations initiatives, providing occasional training support for agents related to new carriers and initiatives, and driving growth and support of our carrier panel. This role will focus on the daily work required to maintain and improve the high level of performance LHIS expects within our contact center, including our Sales, Service, and Outbound Call marketing teams.
The VP, Process Optimization and Carrier Relations serves as a key leader within the contact center and the larger LHIS business, collaborating with Sales, Product, Operations, Training, and Marketing leaders to identify and implement opportunities for improvement. This VP will also be responsible for establishing and maintaining strong carrier relationships, including supporting onboarding and appointment, tracking success metrics at the carrier level, and maintaining a regular cadence of engagement with carriers to identify opportunities for improvement.
Responsibilities
Process Optimization & Management
- Develop a deep understanding of key processes across the business in order to identify opportunities for improvement
- Recommend concrete and feasible solutions for process improvement, including required vendors, business case for implementation, and workplan to execute
- Partners with Sales, Analytics, QA, and Training teams to implement and track progress of new process solutions, including identifying and tracking key KPIs to measure success
- Contribute to the development and rollout of new campaigns, scripts, and operational strategies
- Provide recommendations regarding teams / personnel required to implement new processes and strategies, especially in the emerging marketing space
- Directly manage, lead, and develop teams required, ensuring alignment with organizational goals and performance expectations.
- Manage performance standards and hold team members accountable to key performance indicators (KPIs)
- Conduct performance evaluations, compensation recommendations, and career development planning
- Foster a high-performance, accountability-driven culture within a virtual or hybrid team environment
- Partner with business leaders and develop recommendations regarding new vendors required to implement new processes and
- Support and oversee the roll out of new technology, compliance, and business vendors as needed to support the objectives of the business
- Engage and manage the business relationship with Vendor Management and Legal teams to drive onboarding of new vendors and expansion of engagement with existing vendors
- Partner with IT, Sales, Marketing and Analytics teams to support launch of new vendor capabilities, including establishing and tracking success KPIs
- Establish strong relationships with existing carrier partners
- Identify opportunities to expand and improve carrier relationships, including understanding key carrier priorities, LHIS ability and appetite to support new initiatives, and tracking carrier-level metrics to identify emerging or potential issues
- Develop recommendations for new carriers to onboard, including business case for expanded coverage and customer options
- Partner with legal, vendor management, and external partners to support onboarding and activation of new carriers
- Support LHIS contact center needs by helping to develop and deliver new training initiatives for Sales, Service, and Marketing agents
- Partner with Sales and QA leaders to identify training needs, including related to specific process improvement rollouts, new carrier onboarding, newly onboarded vendors, and growth initiatives
- Partner with Training team to develop and deliver required training, as well tracking impact and success
- Support daily finance and administration needs of business as required
- Partner with accounting and carrier partners to ensure commissions earned align with new business, renewal, and other revenue expectations
- Work with Sales and Business leaders to address ad hoc carrier and regulatory requirements
- Partner with compliance and licensing teams to support ongoing licensing expansion and maintenance
- including alignment of commissions received form carrier with expect
Qualifications
Required
- 7-10 years of experience in contact center, operations, or insurance services, with a focus on process improvement and performance optimization
- 4 years of leadership experience, including managing cross-functional teams
- Proven success leading complex initiatives from strategy through execution, delivering measurable improvements in key KPIs
- Strong understanding of insurance carrier relationships, metrics, and onboarding processes
- Experience evaluating and implementing vendors, tools, and operational solutions
- Strong analytical, problem-solving, and executive communication skills
- Demonstrated ability to lead high-performing teams and operate effectively in a fast-paced, evolving environment
- Experience in insurance, brokerage, or insurtech environments with multi-carrier models
- Background managing inbound/outbound sales or service teams in a contact center
- Familiarity with call center technologies, compliance, and regulatory requirements
- Experience launching new campaigns, vendors, or carrier programs
- Active Personal Lines or Property & Casualty General Lines Agent License preferred.
The job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment. There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling. Lifting and moving objects up to 10 pounds is a regular part of the role. Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary.
Additionally, the employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps. If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.
EEOC
Lakeview Household Insurance Solutions, LLC is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.