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VP, Pets Best Insurance Operations Leader in MERRIAM, Kansas

Job Description:

What You will Accomplish as an Operations Leader:

The Pets Best Operations Leader is a Vice President that will report directly to the respective Senior Vice President, Regional Servicing Leader. In this role, you will lead and inspire a team of approximately 300 global employees spanning data entry, Customer Care (phone, email, e-chat and mail), insurance policy administration, insurance claims processing and workforce planning functions across eight hub locations. 85% are non-exempt employees and 15% exempt employees, with the majority serviced from the U.S (United States). While primarily responsible for collaborating with the business unit to define and execute the business’ operations strategy, this role also partners with the leadership team on the technology, product, pricing, marketing and sales strategies for Pets Best. Specifically this leader will be assessed on his/her ability to drive key performance metrics, deliver strong process governance and compliance with state insurance regulations, promote team engagement and a Great Place to Work culture, invest in talent development and build our community brand. Additionally, this individual will drive process optimization and automation around our key operational processes for Pets Best Insurance. This individual will serve as the overall hub leader for the Pets Best cross-functional organization located in Boise, Idaho; these duties involve planning and overseeing hub engagement events and communications. The job requires strong analytical skills and experience managing both call center and insurance claims environments. Project management experience and expert knowledge of Insurance operations, methodologies, processes and tools coupled with cross functional team building, influencing, communication and organization skills. The role will partner with the Pets Best General Manager, Sales, Marketing,Finance, Legal, Strategy and Business Development teams to drive the successful completion of key initiatives to produce incremental business value.

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Essential Responsibilities:

  • Provide strong leadership, engagement and performance management for our Customer Service, e-chat, email, Insurance Policy Administration, Data Entry, Insurance Claims Processing and Mail/Payment Servicing teams operating across our eight servicing hubs: Boise, ID, Charlotte, NC, Altamonte-Springs, FL, Phoenix, AZ, Cincinnati, OH, Canton, OH, Rapid City, SD, & Cebu, Philippines.

  • Meet defined service levels and key performance metrics across all servicing areas

  • Identify and champion Pets Best strategic initiatives that reduce expense and increase productivity across all servicing channels

  • Provide inputs to staffing and workforce planning models to support staffing requests

  • Partner with business leaders and technology teams to identify and provide innovative digital servicing solutions to optimize key processes and help us achieve efficiency goals

  • Keep current on the evolving state level regulatory environment and ensure overall compliance with policies and procedures including data security across hubs and remote work environments

  • Responsible for establishing a culture of trust, transparency, and inclusion

  • Adopt innovative tools and technologies to drive improved virtual employee engagement and connectivity

  • Design and enable new work models and talent strategies that balance dynamic business staffing needs and employee flexibility to reduce regrettable attrition

  • Create talent and diversity strategies to identify, grow and promote great talent in partnership with human resources

  • Establish strong business continuity and crisis management protocols

  • Identify viable outsourced solutions for essential processes

  • Build industry relationships to support benchmarking and innovation

  • Build Synchrony brand in the marketplace and in the communities in which we operate

  • Perform other duties and/or special projects as assigned.

Experiences You will Need to Succeed:

  • 1) Bachelor’s Degree and 8+ years of Insurance Claims Processing and Contact Center management experience OR 2) In lieu of Bachelor's degree, 10+ years’ experience of Insurance Contact Center Operations management.

  • A minimum of 5+ years demonstrated experience leading large cross functional teams

  • 3+ years of demonstrated experience leading expense reduction initiatives in claims and contact center environments with quantified results

  • Ability to travel from 10-15%

Skills you have that will delight us:

  • Current Property and Casualty resident license

  • American College insurance designation - Chartered Property Casualty Underwriter (CPCU)Chartered Life Underwriter (CLU) will be considered in lieu of Bachelors’ degree

  • Understanding of state level regulatory requirements for Pet insurance

  • Excellent data analytic, executive communication, change management and influencing skills

  • Demonstrated success in driving process optimization and technology projects

  • Proven ability to lead and engage large geographically dispersed teams in a remote environment

  • Experience with process risk assessment and control mitigation (insurance carrier audits)

  • Experience working in a Managing General Agent (MGA) environment

  • Strong PC proficiency (Microsoft Suite, including Teams, Word, Excel, PowerPoint, and Outlook) or comparable software applications.

Grade/Level: 14

The salary range for this position is 115,000.00 - 230,000.00 USD Annual

Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.

Eligibility Requirements:

  • You must be 18 years or older

  • You must have a high school diploma or equivalent

  • You must be willing to take a drug test and submit to a background investigation as part of the onboarding process

  • You must be able to satisfy the requirements of Section 1033(E) Of the Violent Crime Control and Law Enforcement Act Of 1994

  • New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Our Commitment

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+ (https://www.synchronycareers.com/our-culture/#diversity) , with more than 60% of our workforce engaged, you’ll find community to connect with and opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

  • Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

  • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

Job Family Group:

Financial Services Operations