Title:
Director, Professional Services OperationsWHAT YOU'LL DO:The Director, Professional Services Operations oversees a large business group's business operations/program management function(s), including the management of projects, resource & financial planning, and team management to ensure meeting the organization's goals and objectives.
- Oversees a business operation and/or or program office management function in support of a business group and/or several program(s).
- Contributes to strategic planning and large-scale operational deployment
- Serves as a subject matter expert and resource to different Company stakeholders to develop and execute program and/or business operational plans.
- Provides financial and operational reports analysis to the business/program leadership and executive leadership
- Creates management reports, dashboards, and scorecards for all leadership levels.
- Represents the business group and/or programs with the IT or Workday team for needs, issues and reporting requirements and design and implement workarounds to meet reporting needs
- Creates revenue & expense projections, non-billable budgets, and hiring plans.
- Liaises with the finance team to develop and revise the business group's budgets on an annual and quarterly basis
- Implements and oversees program governance processes
Project Management- Oversees and leads multiple complex projects, and partners with applicable business group's leadership on approaches to ensure the overall project or portfolio remains on track and to determine approaches to resolve variances
- Oversees the project activities and deliverables, including manages schedules, financials, and project change requests
- Forecasts and tracks the effort and cost of the portfolio of projects across one or more business group(s) and/or several program(s) within the Company
- Confirms scope, develops and/or reviews estimating assumptions for a project's schedule, effort, and cost using established estimating models
- Manages the Estimate At Completion (EAC) and revalidate the estimates at key transition points in the development lifecycle, if applicable
- Measures and monitors progress at clearly defined points in the process to ensure the project(s) is delivered on time, within budget, and that it meets or exceeds expectations.
- For projects involving external clients: understands the client expectations, and participates in appropriate steering committee and status reviews with the client.
- Directs and manages special projects for business group or executive leadership
Resource Planning- Oversees all Resource planning activities
- Oversees and manages relationships and coordinates work between teams at different global locations.
- Oversees relationships with all subcontractors and third parties
- Oversees staffing and/or resources deployment process across the business group/programs and customer support ensuring all needs are thorough and within budget.
- Projects staffing planning and justification, internal placements, organizational change, management reporting, Offshore/global resource planning,
- Drives project teams to adhere to processes regarding project level resource management and forecasting and serves as the subject matter expert for planning tool.
- Ensures staffing process between Human Resources/recruiting team and hiring managers flows well and provides support on issues.
Team Management- Drive teams to adhere to existing processes and defines new/improved processes across the program/business operations and/or program office management function.
- Administers and communicates job expectations, planning, monitoring, enforcing policies and procedures
- Motivates teams to solve problems and deliver high quality results
- Supervises a team(s) and assumes people management responsibilities including, but not limited to, the management of indirect and direct reports, writing and conducting annual performance reviews, managing underperformance, and serving as a hiring manager
- Mentors and develops team members
WHAT YOU'VE DONE:Education and Work Experience:
- Bachelor's degree with 15 or more years of professional experience; or
- Master's degree and 12 years of professional experience;
- 8-10 minimum years' experience in a Program/ Project Management, Business Analyst, or Project Administrator role
- 8-10 years related industry experience in IT, Insurance and/or Project Management
- 8+ years of managerial experience preferred
- Additional experience may be required depending on the business group's function
Specialized Knowledge, Skills, and/or Abilities:
- Experience/knowledge of P&C Insurance software applications
- Experience/knowledge of software development life cycle for P&C insurance software
- If applicable, may require experience with implementation of Duck Creek Example Platform solutions for Policy Administration, Billing and/or ASW Claims a plus
- Expertise and knowledge to deliver superior outcomes for operations, clients, and employees
- Strong leadership skills and ability to manage a local and offshore team
- Acts independently and requires minimal direction
- Strong planning and organizational skills, including ability to handle multiple projects simultaneously in a fast-paced environment
- Ability to adapt to on-going change and works in a fast-paced, customer-focused environment
- Exceptional time and priority management skills to drive expected outcomes, and works effectively with tight deadlines
- Ability to drive third party relationships when required
- Exceptional problem solving and analytical skill
- Executive-level interpersonal, verbal, written and presentation skills
- Ability to present and drive effective communication with all levels, including but not limited to DCT leadership and/or customers
- Ability to build relationships with external customers and internal departments
- Highly effective in collaboration across teams
- Provides a high quality work product and practices continuous improvement
- Ability to travel to customer locations or other work locations, if applicable
- Must be a critical thinker with an eye for identifying process improvements across the organization and the ability to effectively implement them
- Proficiency in Excel, JIRA, JIRA Service Desk, and Workday
Other Requirements:
- Travel: 25%
- Work Authorization: Legally authorized to work in the country of the job location.
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