SVP, Group Operations
Core
Lead a world-class, customer-centric operations organization supporting profitable growth across the Group Division by shaping omnichannel customer experience strategies and modernizing service journeys.
Role type
SVP, Group Operations (Employee Benefits & Insurance)
Builds
Omnichannel customer experience strategy, digitally enabled experience hubs, scalable operating models, and data-driven operational visibility.
Domain
Employee benefits, insurance operations, and financial services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic transformation leadership, customer experience strategy, operational discipline, vendor management, financial stewardship, data-driven decision-making, change management, technology fluency, organizational development, stakeholder influence
Preferred skills
Dental and vision insurance expertise, AI and machine learning adoption, RPA implementation, advanced analytics, API-driven ecosystem design, predictive insights, workforce transformation
Technologies
AI, Machine Learning, RPA, CRM, API, Analytics
Responsibilities
Lead multi-year transformation programs to modernize contact centers and embed customer-first thinking; oversee end-to-end operations including policy administration, claims, billing, and provider relations; define operating models, governance structures, and decision rights; optimize vendor and delivery models for quality and efficiency; partner with technology leaders to deliver scalable digital capabilities; build and lead a high-performing operations organization with strong digital capabilities; develop talent in analytics, automation, and digital operations; drive leadership development, succession planning, and workforce transformation.
Seniority
SVP, executive-level leadership with 15+ years of progressive experience