Senior Group Manager Operations

Senior Group Manager Insurance Policy Administration & Customer Servicing

Reports To: General Manager (VP-equivalent)

Role Level: Senior Group Manager (Director / AVP-equivalent)

The Opportunity

We are looking for a Senior Group Manager to lead a complex large-scale Insurance Policy Administration & Customer Servicing business across the end-to-end policy lifecycle.

This is a senior business leadership role for an individual who can go beyond managing day-to-day operations and lead the business holisticallyconnecting operational excellence financial performance client outcomes risk technology and people.

The ideal leader understands that sustainable results come from both strong business discipline and strong leadership: delivering on revenue and margin while building capable leaders trusted relationships and high-performing teams.

What You Will Own

• Business & Operational Leadership
• Own overall business performance across SLA/KPI delivery quality productivity customer experience capacity efficiency and financial outcomes.
• Translate business and client priorities into clear strategies operating plans and measurable results.
• Drive a culture of operational excellence accountability consistency and continuous improvement.
• Lead the operation with a strong balance of customer client people risk and business priorities.

Financial & Commercial Leadership

• Own and understand the financial health of the operation in partnership with the General Manager and Finance.
• Demonstrate strong understanding of revenue gross margin operating costs productivity staffing utilization capacity forecasting and profitability.
• Understand and manage MEI and other business-specific financial and performance indicators. Identify opportunities to improve revenue protect margins optimize cost and strengthen overall business performance.
• Translate operational decisions into financial impact and confidently communicate financial performance variances risks and recovery actions to senior leadership.

Insurance Business Leadership

• Demonstrate strong understanding of Insurance Policy Administration & Customer Servicing and the end-to-end policy lifecycle.
• Experience in Property & Casualty / Property & Liability insurance policy processing servicing renewals terminations endorsements exceptions or related insurance operations is highly preferred.
• Understand how policy operations influence customer experience risk compliance financial performance and client outcomes.

Operational Excellence & Transformation

• Drive process optimization standardization automation productivity improvement and cost efficiency.
• Establish strong governance performance management root-cause analysis and control mechanisms.
• Lead transitions transformation programs technology initiatives and change with a focus on sustainable business impact.

Risk Controls & Governance

• Maintain a strong operational risk and control environment.
• Proactively identify and mitigate operational regulatory financial and reputational risks.
• Ensure compliance with contractual regulatory and organizational requirements.

Client & Stakeholder Leadership

• Build trusted relationships with senior clients and internal stakeholders. Lead executive governance business reviews strategic discussions and escalations with confidence and credibility.
• Influence across functions and organizational levels particularly where priorities perspectives or interests differ.
• Connect operational performance to the clients broader business and financial objectives.

People Leadership Coaching & Succession

• Build a strong leadership organization through coaching mentoring feedback talent development and succession planning.
• Develop future-ready leaders and create a sustainable leadership pipeline.
• Foster a culture of accountability recognition collaboration engagement and continuous learning.
• Bring leaders and teams together around a common purpose particularly during periods of change or ambiguity.

Organizational Influence & Networking

• Build meaningful relationships and strong networks across Operations and enabling functions such as HR Quality Training WFM Finance Technology and Transformation.
• Break down silos and create collaboration across teams and functions.
• Act as a connector who can mobilize people expertise and resources to solve complex business challenges.
• Build influence through credibility relationships business knowledge and collaborationnot simply positional authority.

What You Bring

• Minimum 5 years of experience in a comparable senior operations leadership role such as Senior Group Manager Director AVP or equivalent.
• Proven experience leading large-scale complex operations with multiple layers of leadership.
• Strong insurance experience is preferred particularly Policy Administration Policy Customer Servicing Property & Casualty / Property & Liability or related insurance operations.
• Demonstrated ownership of financial and operational outcomes including revenue margin cost productivity and profitability.
• Strong understanding of P&L management budgeting forecasting and financial performance management.
• Proven track record in operational excellence transformation and continuous improvement.
• Strong executive presence stakeholder management communication and influencing skills.
• Demonstrated capability in coaching mentoring talent development and succession planning.
• Ability to build strong organizational relationships and networks.
• Strong commercial acumen analytical thinking problem-solving decision-making and change leadership capability.

Our Leadership Expectation

We believe exceptional business results are built through exceptional leadership.

We are looking for someone who can lead the business and build the community around ita leader who understands the numbers the customer the client the process and most importantly the people behind the results. You will be expected to challenge the status quo develop leaders build trust connect teams create alignment and turn strategy into measurable outcomes.

This is more than an operations leadership role.

It is an opportunity to lead a business shape its culture grow its leaders strengthen its client partnerships and create sustainable performance. If you are a leader who can balance commercial discipline with people leadershipand strategy with executionwe want to hear from you.

Remote Work :

No

Employment Type :

Full-time