Head of Service Operations

Job Type

Permanent

Build a brilliant future with Hiscox

About Hiscox USA

Hiscox USA underwrites small- to mid-market commercial risks through brokers, other insurers and distribution partners and directly to businesses. In 2023, gross written premiums for the segment will represent over $1bn. Circa 50% of the portfolio comprises small commercial business sold either online or through intermediaries, and the remaining 50% represents traditionally traded business intermediated through broking partners including Professions, Crisis Management and Specialist lines such as Media & Entertainment. Hiscox USA has built the digital business since 2010 through ongoing investment in the brand, technology and operational capabilities. The business has pursued an omni-channel approach since inception, and so are less constrained by the channel conflict which affects some competitors. Customers have a choice of buying policies online end-to-end, by connecting with a Hiscox agent over the telephone, or alternatively through a third-party broker or insurance carrier partner. The business follows an ‘all roads lead to Hiscox’ philosophy, ensuring it is available to do business with target customers whichever way they choose.

The role

The Head of Service Operations is a strategic leader responsible for all aspects of customer, broker, and partner service for Hiscox’ $1B US business, reporting into the Chief Operating Officer. Core responsibilities include contact center and back-office operations, management of our closely integrated third-party vendor, operational support for vendor and internal partners, and digital transformation of business processes and customer service experience. A successful candidate understands how to leverage people, process, and technology to improve business outcomes and scale our operation for future growth.

Key Responsibilities

• Service Delivery Strategy: Develop a strategic vision for service excellence that makes Hiscox’ service a strategic differentiator for customers and partners. Design and execute a comprehensive roadmap for digital transformation that exceeds customer and trading partner expectations. Modernize service delivery through the adoption of technology and automation and add value through meaningful human interactions.
• Operational Support: Oversee teams and processes that support the ongoing operation of the US business, which includes digital business sold either online or through intermediaries and traditionally traded business intermediated through broking partners. Implement controls to reduce critical business processes risk. Examples include workforce management, process improvement, workflow management, commissions, user access controls, UW operations.
• Operational Efficiency: Build and maintain efficient, customer-centric processes that drive out cost and friction. Partner with change, UW, Marketing, distribution, and IT to drive continuous improvement throughout the business. Utilize data analytics, voice of customer, and process excellence to prioritize areas of opportunity. Leverage technology to eliminate, automate, and streamline service and operational support needs and improve business outcomes
• Service Enablement: Establish and maintain tools and governance needed to support the service delivery lifecycle, including technology, service management, knowledge management of business rules and processes, reporting, controls and governance, and quality assurance. Ensure documentation, communication, and implementation of ongoing changes to our business rules and processes, bridging the gap between internal stakeholders and customer/partner facing team members.
• Vendor Management: Oversee vendor performance and drive accountability for contractually agreed-upon business outcomes. Develop vendor targets that align with the customer and business expectations for exceptional service. Manage contract negotiations to adapt to the changing needs of the business. Collaborate effectively to support our vendor’s success.
• Risk Management: Identify potential risks related to service operations and develop mitigation strategies. Ensure that operational policies, procedures, and standards are adhered to across all service operations and compliant with regulatory requirements and industry standards.
• Financial Management: Manage a $20M+ budget for service delivery and operations. Develop a culture of continuous improvement to reduce operating costs and improve customer and partner experience. Lead the development of business cases that support investment in larger-scale service transformation, including digitization and capability building.
• Team Development: Build, develop and engage a high-performing team of service delivery and operations professionals that can scale with the growing needs of the business. Provide coaching and mentorship to team members to support their professional growth. Ensure adequate skills and staffing levels necessary to provide operational resilience and reduce risk. Maximize human capital through the design of a high-functioning organizational structure with clear roles and responsibilities.
  
  
  

Relevant Experience

• 10+ years of experience in service delivery or operations management, with at least 5 years in a leadership position
• Experience managing outcomes through third-party vendors and negotiating contracts and service level agreements (SLAs)
• Proven track record of leading digital transformation and continuous improvement initiatives with measurable impact
• Leadership experience driving outcomes through others and developing high-performing teams
  
  
  

Qualifications

• Bachelor’s degree
• Customer-focused mindset with a passion for delivering exceptional service
• Strong understanding of service delivery and operations frameworks, methodologies, and best practices, and modern contact center tools and technologies
• Excellent leadership, communication, and interpersonal skills with ability to engage and influence across all levels of the organization
• Ability to manage complex projects and drive change in a dynamic environment
• Strong analytical and problem-solving skills.
• Strong knowledge of digital transformation trends and agile methodologies
  
  
  

What we offer

• 401(k) with competitive company matching
• Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
• Company paid group term life, short- term disability and long-term disability coverage
• 24 Paid time off days plus 2 Hiscox days,10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days
• Paid parental leave
• 4-week paid sabbatical after every 5 years of service
• Financial Adoption Assistance and Medical Travel Reimbursement Programs
• Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
• Company paid subscription to Headspace to support employees’ mental health and wellbeing
• 2023 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program
• Dynamic, creative and values-driven culture
• Modern and open office spaces, complimentary drinks
• Spirit of volunteerism, social responsibility and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation
  
  
  

Work with amazing people and be part of a unique culture