Vice President, Operations

WHAT WE’RE LOOKING FOR

The Vice President, Operations leads the operational strategy and execution for their assigned region in partnership with Regional Leadership and Shared Services.  The individual in this role provides leadership and oversight for operational processes, controls, service delivery, performance reporting, and team effectiveness to support growth, profitability, consistency, and an exceptional client experience. The Vice President, Operations improves operational performance, manages risk, implements scalable solutions, and aligns regional execution with Relation’s broader business objectives.

A GLIMPSE INTO YOUR DAY

• Develops and executes regional operational strategies aligned with Relation’s business objectives and the vision, standards, and priorities established by Regional Shared Services.
• Partners with regional Shared Services to implement effective operational risk management practices and maintain compliance with applicable regulatory requirements and Relation standards.
• Leads and optimizes regional operating processes, controls, service delivery, and reporting practices to improve efficiency, scalability, profitability, and the client experience.
• Provides strategic direction and operational leadership across applicable regional functions, which may include loss control, claims, client service, and policy and plan administration.
• Partners with Finance and Regional Leaders to establish and achieve regional financial and operational objectives.
• Establishes analytical frameworks, key performance indicators, and financial and operational metrics to support informed business decisions, identify trends, capitalize on opportunities, and mitigate risk.
• Monitors operational performance, identifies root causes and improvement opportunities, and implements practical solutions that improve business outcomes.
• Leads regional change initiatives and supports teams through the adoption of new processes, systems, structures, and operating expectations.
• Communicates operational priorities, decisions, performance expectations, and dependencies across the region to promote alignment and consistent execution.
• Promotes continuous improvement by standardizing effective practices, reducing unnecessary manual work, and scaling successful solutions across the region.
• Builds, leads, and develops a high-performing operations team by establishing clear expectations, strengthening capabilities, providing coaching and support, and promoting accountability for results.
• Drives client service excellence by establishing and monitoring service standards and implementing strategies that improve service consistency and client satisfaction.
• Partners with Regional and Senior leadership to support growth strategies by ensuring operational capacity, service readiness, and scalable processes.
• Stays current on industry trends, market conditions, regulatory developments, and emerging technologies; evaluates their operational impact and recommends practical enhancements.
• Partners with acquisition integration and cross-functional teams to support the operational transition of acquired offices, including adoption of Relation processes, systems, service standards, and reporting practices.
• Embraces technology, automation, and Relation’s proprietary artificial intelligence tools to improve operational efficiency, analysis, decision-making, documentation, and service delivery while appropriately protecting confidential and sensitive information.
• Special projects and other duties as assigned.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• Four-year degree in Business Administration, Operations Management, Finance, or a related field.
• Experience leading operations across multiple offices, regions, or lines of business.
• Experience supporting acquisitions, operational integrations, or enterprise transformation initiatives.
• High school diploma or equivalent required.
• Advanced insurance designation such as CPCU, CIC, CRM, ARM, AIS, AFIS, CISR, or another relevant professional designation preferred.
• Minimum 15 years of progressive experience in insurance operations, including significant experience leading complex operational functions, teams, and cross-functional initiatives.
• Insurance brokerage experience required.
• Strong understanding of insurance brokerage operations, including client service delivery, claims, policy administration, operational controls, and regulatory requirements.
• Demonstrated success developing and executing operational strategies that improve growth, profitability, efficiency, and service delivery.
• Proven ability to lead and develop teams, influence cross-functional partners, and drive accountability for results.
• Strong problem-solving and decision-making capabilities, with the ability to develop and implement practical solutions.
• Strong analytical capabilities, including the ability to translate operational and financial data into actionable business recommendations.
• Excellent written and verbal communication and relationship-building skills, with the ability to communicate complex operational matters clearly to executive leaders, employees, clients, and other stakeholders.
• In-depth knowledge of applicable industry regulations, compliance requirements, and operational best practices.
• Ability to lead through change, manage competing priorities, and deliver results in a dynamic, multi-location environment.
• Proficient skills in Microsoft Office and related business technology platforms. Must be computer literate with the ability to learn new software applications and proprietary AI tools.
• Ability to travel based on business need.

WHY CHOOSE RELATION?

• Competitive pay.
• A safe and healthy work environment provided by our robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays and more.  
• Career advancement and development opportunities.

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Note: The above is not all encompassing of the full position description. 

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