Senior Director, Operations Excellence

Job Description

Job Description What is the opportunity? The Senior Director, Operations Excellence is responsible for leading our Operational Excellence and Modernization initiatives. You will lead with a strong focus on execution across the Client Acquisition and Services teams that delivers exceptional client experience. The incumbent will lead a diverse team of professionals responsible for process design, process excellence and process ownership who will identify, influence and ultimately deliver on Operational benefits as outlined below. You will ensure our Operational processes run efficiently utilizing effective and relevant operational levers and result in a scalable service model aligned with business growth objectives contributing to achievement of overall NIAT goals while continuing to meet regulatory standards and compliance policies. You will influence strategic direction regarding future operations initiatives as well. The incumbent must have very strong knowledge of Insurance and demonstrated experience in driving change in key end to end processes as well as a strategic mindset. What will you do? Drive operational transformation and excellence, aligning with platform objectives and embedding continuous improvement into the Operations Culture Lead change management to ensure operational excellence becomes integral to the culture, empowering leaders and employees to align with CAS Strategy and business goals Lead end-to-end operational process optimization through various initiatives, ensuring annual efficiencies across all LOBs Recommend KPIs for expense management, ensuring processes operate within target unit costs and driving continuous improvement Work with Operational leaders, Product Management, Corporate Underwriting, and other partners to ensure process alignment, meet KPIs, and maintain strategic alignment Lead transformation and re-imagine initiatives, recommend efficiency-driven projects, and oversee vendor relationships and digital initiatives to ensure expected benefits Partner with Compliance and Insurance Risk Management to build a superior risk framework, identify risks, and implement mitigating strategies for operational risks What do you need to succeed? Must-have 12 years of financial services experience. Deep industry expertise to navigate complex operational and strategic challenges in banking/insurance Understanding of insurance-specific financial metrics, risk management, and regulatory frameworks to drive profitability and compliance Track record of leading cross-functional teams, influencing stakeholders, and driving organizational alignment with strategic goals Demonstrated ability to design, implement, and sustain large-scale operational transformations (e.g., process optimization, digital initiatives) Established credibility in fostering collaborative relationships with internal teams and external vendors to ensure alignment and accountability University degree and/or relevant post-graduate qualification Nice-to-have C

Required Skills