Director, BPO Office

JOB DESCRIPTION

Combined Insurance, A Chubb company, is seeking a Director BPO Office to join our fast-paced, high energy, growing company.

We are proud of our tradition of success in the insurance industry of nearly 100 years.

Come join our team of hard-working, talented professionals!

JOB SUMMARY

The Director, BPO Office is responsible for overseeing new and established business process outsourcing (BPO) transitions, managing the operational and service relationships with business partners, and ensuring excellence and quality in offshore vendor work meets expectations.

The position will develop and lead a team of BPO Supervisors, who are responsible for being the primary liaisons between designated processes and their respective business owners, and serving as the subject-matter experts.

This person will guide the development and effectiveness of the team by advocating a climate of collaboration, ownership, and accountability for all aspects BPO.

This role will interact closely with business teams such as operations, call center, and enrollment.

RESPONSIBILITIES


* Serve as chief liaison for BPO activities.


* Effectively collaborate with executive management and senior leadership teams to develop a strategic framework, standard operating procedures, and key timelines for BPO transitions that is efficient, repeatable, and scalable


* Build and maintain strong partnerships with internal business clients and their teams in pursuit of ongoing BPO success.


* Using data and workloads, develop capacity models, for both onshore support team and offshore BPO partner(s), that provide realistic personnel need forecasts while identifying enhancements to processes, systems, and procedures.


* Partner with business owners on new process transitions or existing process improvement opportunities, and develop documentation, appropriate sign offs, and broad communication regarding changes are in place before implementation.


* Conduct regular review of results with stakeholders.


* Provide business owners with regular dashboards of performance, including current statuses, areas of improvements, and project updates.


* Collaborate with business owners to address issues with proactive solutions and regular, comprehensive communication to necessary stakeholders.


* Ensure all financial and accounting processes have strong oversight and are carried out with appropriate levels of priority, urgency, and accuracy to prevent internal or external delays.


* Drive all BPO processes and teams to exceed expectations for turnaround time, quality, and issue resolution.


* Build a knowledgeable, empowered, and self-driven team to inspire confidence inside and outside the department.


* Sets team goals and objectives, monitors performance, and develops and maintains a team focused on excellence.


* Provide input and make decisions on policies, systems, methods, and procedures for the effective management and control o...