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Job Details

Under the l direction of the VP, President & GM IntrinsiQ Specialty Solutions, the Senior Director - Operations, IntrinsiQ Specialty Solutions provides subject matter expertise centered around continuous improvement and business insights. Working in a team environment across a matrixed organization, the Senior Director plays a key role in driving the strategy to optimize Operational program performance. This role leads initiatives to ensure successful execution of KPIs, delivery on operational productivity and drives successful change management throughout the organization. This Senior Director leads an internal team who is responsible for developing, , and governing tools to drive operations efficiency. As such the Senior Director of Operations Efficiency will be a key strategic leader within IntrinsiQ Specialty Solutions who must be able to communicate effectively with senior leaders and executives to drive critical projects and initiatives.

DUTIES & RESPONSIBILITIES:

• Leadership role that develops, monitors and manages all business-unit wide metrics, develops cross-BU workflows and identifies interdependencies, tracks major initiatives with finance and serves as a trusted partner to each of the business unit leaders

• Includes leadership accountability and oversight for Contracts and Compliance, sales operations, including SalesForce CRM administration, and other BU-wide data partner invoicing, and other operations support and administrative functions

• Provides strategic direction on process improvement frameworks by advocating for new ways of doing things, challenging conventional wisdom, and introducing and demonstrating proven strategies and techniques.

• Accountable for leading a continuous improvement and business insights team focused on leveraging data to identify opportunities, lean methodology to streamline processes and deliver actionable insights to the business.

• Responsible for interacting with colleagues across the organization to ensure alignment and synergy with the strategic focus of continuous improvement to advance and assess the successful execution of operations.

• Sets the business strategy to ensure appropriate use of skills, knowledge and experience in continuous improvement methodologies and tools such as Lean Six Sigma to partner with business functions to identify areas of process improvement.

• Primary liaison with business unit finance

• Provides monthly BU metrics for monthly, quarterly and other business reviews for senior executive leadership

• Leads a team who develops framework to achieve results that will improve quality and drive positive impact to our customer experience and satisfaction.

• Ensures framework is in place to synthesize findings, develop practical improvement recommendations, lead execution of initiatives and monitor performance metrics throughout IntrinsiQ

• Develops team understanding of project context and relevant considerations.

• Accountable for aligned delivery lead who will manage project plans to situation and provide ongoing communication of project status.

• Partners with various business practitioners on operational design and processes to enhance the customer experience and accuracy while balancing operational efficiency.

• Ensures that all process redesign is repeatable, sustainable, reducing rework, and cycle times, while improving quality.

• Responsible for establishing structured, disciplined, and data-oriented process to identify root cause and solve problems.

• Identifies and implements metrics to evaluate the effectiveness of process improvements.

• Leads a team of analysts who establishes process and correlating business result metrics and dashboards.

• Accountable for assessing multiple options to solve business problems and recommend/execute the best overall solution balancing operational, technical and financial needs.

• Drives change management and readiness of operations.

• Delivers excellent customer service and manages expectations appropriately.

• Performs related duties as assigned