Senior Manager, Operations

Role overview

Senior Manager, Operations (US) for a technology-driven insurance environment. You will lead strategic operational initiatives focused on outsourced/vendor operations, process optimization, analytics, and continuous improvement, while acting as a key connector between internal teams and external partners.

Responsibilities

• Oversee outsourced operations programs and ensure third-party partners deliver performance aligned with strategic objectives.
• Develop and maintain strategic relationships with external service providers, ensuring alignment with business goals, service expectations, and compliance requirements.
• Lead vendor onboarding, transition planning, knowledge transfer, and offboarding.
• Manage vendor performance using scorecards, business reviews, KPIs, SLAs, and continuous improvement.
• Serve as the primary escalation point for vendor operational issues; coordinate resolution and drive root-cause improvements.
• Optimize business processes by evaluating workflows for automation, outsourcing, digitization, or internal ownership.
• Apply Six Sigma to reduce operational variation and deliver measurable efficiency gains.
• Lead improvement projects with clear objectives, ROI measurement, documentation, and executive-level reporting.
• Monitor operational performance using quality metrics, productivity, customer experience indicators, and service-level outcomes.
• Analyze staffing models, capacity planning, and operational trends to align resources with business needs.
• Use workflow/ticketing platforms to track performance data, manage escalations, and identify improvements.
• Ensure third-party partners meet applicable regulatory, security, and compliance standards for commercial insurance operations.
• Maintain vendor risk assessments, remediation plans, and business continuity processes.
• Partner with Finance, Legal, Compliance, Operations, and leadership on vendor strategy, contracts, and operational planning.
• Provide executive-level reporting and insights; promote a culture of accountability and continuous improvement.

Requirements

• Extensive experience managing outsourced operations and improving business processes.
• Strong analytical skills and operational leadership; ability to influence stakeholders without direct authority.
• Bachelor’s degree in Business Administration, Operations Management, or related field (MBA a plus).
• 3+ years of commercial Property & Casualty (P&C) insurance experience.
• 3–5+ years in vendor management, BPO operations, procurement, or related operational leadership.

Nice-to-haves / additional signals

• Experience with ROI-driven process improvement and executive reporting.
• Familiarity with regulatory/security/compliance expectations in commercial insurance vendor ecosystems.