Role Overview
What You’ll Do
- Lead the execution of large, high-impact operational and strategic initiatives across the enterprise
- Develop and implement comprehensive change management plans, including impact analysis and change readiness assessments
- Partner with cross-functional teams (Digital, Product, IT, Underwriting, and Operations) to drive alignment and successful implementation
- Perform project management activities to ensure short
- and long-term strategies are effectively executed
- Analyze operational and contact center data to identify trends, risks, and opportunities for improvement
- Present analytical findings and strategic recommendations to leadership, including executive-level stakeholders
- Identify technology, process, and operational improvement opportunities and provide sound business recommendations
- Monitor initiative performance, mitigate risks, and take ownership in resolving issues
- Provide mentorship and guidance to junior analysts within Operations Execution
- Develop and deliver clear, impactful presentations and communications supporting project and change initiatives
Requirements
- 3 to 6 years of experience in Service Operations, call center environments, or comparable operational functions
- Strong analytics experience, particularly in evaluating operational and contact center data, metrics, and reporting
- Demonstrated experience managing projects and supporting cross-functional strategic initiatives
- Experience presenting insights and proposals to leadership audiences
Skills & Capabilities
- Project Management
- Change Management
- Analytical & Problem-Solving Skills
- Strong written and verbal communication skills
- Ability to develop and deliver effective presentations
Benefits
This position comes with competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally reknowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development