Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our journey as we strive to transform the insurance carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.
Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our internal and external communities better everyday!
PURPOSE OF THE JOB
The purpose of the Director of Business Operations is to drive operational excellence across the assigned Operational Support departments to ensure a superior customer experience while supporting achievement of the financial objectives of the business. This role establishes vision and strategy for the department and oversees all operations for support units.
Essential Duties And Responsibilities
Establishes vision and strategy for the Operation Support units in alignment with overall Line of Business vision and strategy and builds operating plans and budgets to achieve established goals
- Develops strategy, vision and operating philosophy for specific Line of Business (LOB) or Shared Services.
- Creates an annual operating plan including goals, projects, labor, and other resources necessary to achieve the annual objectives.
- Consolidates and oversees the annual budget process for the Operations Support units. Approves expenditures and manages the budget to expected expense levels.
- Identifies opportunities and leads the Operations Support staff and assigned Business Analysts to plan projects, prepare business cases and participate in the Enterprise Governance process.
- Ensures that the customer experience in all Operation Support units for both external and internal contacts achieves the objectives: 1) “easy to do business with”; 2) “enjoyable to do business with”; and 3) “effectively meets customer’s needs.”
Oversees management of all Operations Support units for the Line of Business.
- Establishes standards and Operations Support policies that ensure all units operate in a consistent, efficient and customer-focused manner.
- Leads resource planning and ensures a sufficient supply of properly trained personnel are available to perform the work on a timely basis.
- Conducts gap analyses, researches and develops improvement programs and monitors implementation to increase process efficiency.
- Identifies and monitors metrics to continuously improve the efficiency and effectiveness of departmental processes and staff.
- Manages all monthly/quarterly reporting functions and advises on the forecast planning process.
- Analyzes metrics for trends and investigates and takes appropriate action when trends indicate unexpected outcomes.
- Provides technical guidance to leaders in each of the Operations Support units.
Directs compliance for the Line of Business ensuring all regulatory obligations are met accurately and timely.
- Consults with LOB leaders to ensure mutual acceptance on compliance and regulatory requirements.
- Partners with Corporate Compliance to ensure LOB policies and operations are in line with best practices and conform to corporate standards.
- Monitors the analysis and overall performance of the LOB compliance program as well as any related activities on a continuing basis. Implements changes as required.
- Leads annual review of LOB compliance policies and procedures.
Develops and leads a team of Operations professionals.
- Provides strategic and tactical direction to the LOB Operations Support team. Communicates Mission, Values and other organization operating principles to direct and indirect reports.
- Establishes and maintains the overall work cadence and, in partnership with LOB Leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire assigned Operations Support team is engaged and that leadership practices for the department encourage development, recognition and retention.
- Establishes and holds team accountable to and adheres to hiring criteria, on-boarding and training requirements for incoming staff.
- Oversees the performance management and development process for the Operations Support team members and performs performance management duties, development planning and coaching for direct reports.
- Acts as a resource for Operations Support team members to answer questions and solve complex problems.
- Manages technology and other resources, workload and customer request for operational resources. Ensures leaders effectively discharge all Company policies and procedures and compliance responsibilities.
- Ensures data quality, adherence to LOB guidelines, profitability and other risk-related metrics for self and members of the team.
Supervisory Responsibilities
Directly supervises employees within the business operations support team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.
Education And Experience
- Bachelor's degree from four-year college or university required with a major or emphasis in Business Administration, Finance or other related field. Master’s degree preferred.
- Minimum 15 years of experience managing and leading a diverse team required.
- Minimum 10 years of general insurance industry related job experience required. Equivalent combination of education and experience may be considered.
CERTIFICATES, LICENSES, REGISTRATIONS
Chartered Property Casualty Underwriter (CPCU), or other insurance related certification preferred.
Knowledge And Skills
- Professional experience with managing business processes, people management and budgeting.
- Demonstrated extensive abilities and proven record of success in operations management including operationalizing business strategies and transforming functions from products development to a product service/support.
- Proven ability to manage complex business initiatives through continuous improvement.
- Strong understanding and technical knowledge of workers’ compensation underwriting.
- Ability to execute on strategy and the ability to support the overarching strategy.
- Critical thinking skills, detail-orientation, and ability to problem solve.
- Excellent written and verbal communication skills; experience working with cross-functional teams.
- Strong collaboration skills and demonstrated success in building and maintaining a high performing team.
Physical Requirements
Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The worker is required to have visual acuity and be capable of operating and viewing computers and other electronic devices for extended periods of time.
WORK ENVIRONMENT
This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment. The noise level in the office is usually moderate.
We are currently not offering employment sponsorship for this opportunity.
The current range for this position is
$137,617.39 - $232,082.34
This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.
WHY JOIN ICW GROUP?
- Challenging work and the ability to make a difference
- You will have a voice and feel a sense of belonging
- We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
- Bonus potential for all positions
- Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)
- 11 paid holidays throughout the calendar year
- Want to continue learning? We’ll support you 100%
ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.
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Job Category
Underwriting
