Job Description: Job Title: Assistant Vice President, Operations Service Center Department:Operations Status:Exempt Reports To: Senior Vice President, Operations Introduction Tower Group Companies is a publicly traded (NASDAQ: TWGP), growing Property & Casualty firm whose home office is located at 120 Broadway in downtown Manhattan, recently listed at the 5th fastest-growing company in the New York area by Crain's New York Business. Tower delivers a broad range of property and casualty insurance products and services through an extensive network of wholesale and retail brokers and agents. The salary, bonus and benefits package is competitive. Interested candidates should apply online at www.twrgrp.com/job_postings.html. PRIMARY FUNCTION: This position is responsible for providing leadership and direction to an Operations Service Center, which supports policy service, small business renewal underwriting, policyholder services-billing and collections and premium audit. Develops and supports business processes that: .reduce cost; .leverage technology and resources; and improve service and quality. The position links with Home Office Operations and other Operations Service Center leaders to ensure cross-region consistency of job design and processes to support efficiency, cost management and business continuity risk management. REPORTING: The Senior Vice President of Operations. Principal Responsibilities: 1.Leads and manages the Operations Service Center departments in achieving service and quality standards. 2.Ensures effective and successful business processes by identifying issues and recommending solutions to the Senior Vice President of Operations. 3.Supports the Region Profit Center(s) revenue and profit goals by leading the Operations team to achieve standards and implementing new processes to support new products and programs. (The Service Center may support multiple regions.) 4.Ensures that cross functional objectives are achieved and employs process management techniques in managing departments (boxes 4-9). 5.Links with Home Office Operations and other Operations Service Center leaders to ensure consistency of job design and processes in all Service Centers. All new processes and recommended changes are vetted through VP, Home Office Operations, for analysis, testing and implementation in all Service Centers as applicable. 6.Maintain and tests all required SOX and management controls in all departments but especially around cash, collections and commission processes. 7.Provides support and training to maximize successful execution of new and existing business processes, procedures and system applications. 8.Maintains a high level of business and technical knowledge within areas of responsibilities and fosters development of knowledge in team and staff members. 9.Coaches and develops staff in areas of responsibility. 10.Provides support to other Operations Service Centers as required to meet business needs and/or respond to business continuity/disaster recovery issues.
Desirable Qualifications: The most complex aspects of this position are leading multiple departments to balance service and quality with productivity and being a low cost provider. These goals must be kept in balance in a rapidly changing environment that requires the position to support new business opportunities. The position requires strong leadership, critical thinking capabilities, interpersonal skills, people management and enterprise knowledge. In addition, the individual in this position must maintain a focus on cross functional communication. There is a dotted line reporting relationship to the Region Profit Center leader(s) on service levels/issues. Education: Special Skills: Leadership, critical thinking capabilities, interpersonal skills, enterprise knowledge and operational expertise, and people management are the core competencies. The ability to seamlessly focus on both strategic direction setting and day to day tactical problem solving. Granular knowledge of operational processes. Work Experience: Significant experience in operations management with a progression of increasing responsibilities and in-depth knowledge of business process, process improvement methodologies, and productivity, service and quality measurements.
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