Vice President Insurance Service Delivery

Strategic Leadership

• Develop and execute the long term vision and strategy for Insurance Service Delivery.
• Build scalable operational models that support company growth while maintaining service quality.
• Establish annual goals, KPIs, and strategic initiatives aligned with company objectives.
• Partner with executive leadership on organizational planning, workforce strategy, and business expansion.
• Drive innovation and operational transformation across service delivery functions.
• Evaluate new service offerings and opportunities to expand partner value.

Partner Consulting & Strategic Workflow Advisory

• Partner with partner leadership to evaluate opportunities for workflow standardization, technology enablement, automation, and expanded service support.
• Translate partner business objectives and operational challenges into actionable service solutions, implementation priorities, and continuous improvement initiatives.
• Serve as a strategic advisor to partners, providing insurance operations expertise and recommendations that extend beyond day to day service delivery.
• Facilitate executive and operational partner meetings focused on workflow design, service strategy, process improvement, scalability, and business outcomes.
• Lead consultative workflow reviews with partners to evaluate current-state operations, identify gaps, and recommend future state processes aligned with best practices and organizational capabilities.

Operational Excellence

• Establish operational standards, governance, and best practices.
• Drive continuous improvement focused on efficiency, quality, scalability, and profitability.
• Standardize workflows, documentation, quality controls, and delivery methodologies.
• Identify operational risks and implement mitigation strategies.

Leadership & Organizational Development

• Lead, mentor, and develop relationship managers.
• Build a culture of accountability, collaboration, and continuous improvement.
• Partner with HR on recruiting and performance management.
• Foster collaboration across U.S. and offshore operations.

Service Delivery Operations

• Provide executive oversight of onboarding, policy servicing, renewals, endorsements, certificates, billing support, document processing, downloads, and agency support.
• Optimize staffing models, workload balancing, and resource utilization.
• Support expansion into new service offerings.

Project Management & Execution

• Lead complex, cross-functional projects and strategic initiatives from scope definition and planning through implementation, stabilization, and completion.
• Develop project plans, timelines, milestones, ownership structures, and clear success criteria to drive accountability and on-time execution.
• Coordinate resources and dependencies across Operations, Technology, Product, Training, QA, Sales, and other stakeholders.
• Proactively identify project risks, roadblocks, and competing priorities, escalating and resolving issues before they impact delivery.
• Provide executive-level visibility into project status, key decisions, risks, and outcomes.

Technology & Process Improvement

• Partner with Technology and Product teams to improve automation and workflows.
• Champion technology adoption and process standardization.
• Support implementation of new insurance platforms and integrations.

Required Qualifications

• 10+ years of leadership experience within Property & Casualty insurance operations.
• 5+ years leading multi-functional operational teams at the Director or VP level.
• Demonstrated success scaling service organizations.
• Extensive knowledge of agency operations including policy servicing, endorsements, certificates, renewals, billing, downloads, document management, and partner service.
• Experience leading onboarding, implementation, or service delivery organizations.
• Strong project management experience with demonstrated success leading multiple complex initiatives, managing timelines and dependencies, and driving cross-functional teams to completion.
• Experience leading distributed and offshore teams.
• Excellent executive communication and strategic leadership skills.
• Demonstrated experience leading consultative partner engagements, workflow assessments, and executive-level operational reviews.

Preferred Qualifications

• Strong project management experience leading complex, cross-functional initiatives, implementations, and operational projects from planning through successful completion.
• Experience with AMS360, Applied Epic, EZLynx, HawkSoft,or similar platforms.
• Experience with Power BI and operational dashboards.