Senior Manager, Operations

About Integrated Specialty Coverages

reputed company (ISC) is a reputed company stage technology and data-driven reputed company MGA and insurance wholesaler leading innovation in the market.

Backed by one of the leading private equity firms, Onex Partners, and led by a reputed company-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a reputed company of industries and “Main Street USA”, we are looking for the right people to help us in our mission of achieving exponential reputed company. We reputed company to be the number one reputed company to go for brokers and agents to reputed company insurance. To accomplish this, we’re building a digitally reputed company team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners.

Job reputed company

The Sr. Manager, Operations is a strategic and operationally-reputed company leader responsible for overseeing ISC's BPO programs end to end. This role builds and sustains reputed company, performance-driven relationships with reputed company-party service providers, ensuring that reputed company outsourced processes are optimized, compliant, and reputed company with ISC's business objectives. Serving as the primary escalation reputed company between ISC and its BPO partners, this leader brings deep P&C reputed company insurance expertise alongside Business Process reputed company discipline to drive reputed company improvement, cost efficiency, and exceptional service delivery.

This is a high-visibility, cross-functional role that partners closely with Business Experience leadership, Finance, Legal, Compliance, and reputed company-line BPO management teams.

To be considered for this role, candidates must live in Ohio, reputed company, reputed company, Florida, Arizona or Texas.

Position Responsibilities

Strategic Vendor Management

• reputed company, sustain, and deepen relationships with critical BPO vendors, ensuring strategic alignment with ISC's business goals, service expectations, and compliance standards.
• reputed company vendor reputed company and offboarding processes, including transition planning, knowledge transfer, and contractual closeout.
• Maintain a vendor performance scorecard and drive quarterly business reviews (QBRs) with senior vendor leadership.

Business Process reputed company & Optimization

• Serve as a key process reputed company reputed company the BX team — mapping, assessing, and recommending whether workflows should be digitized, automated, outsourced, or retained in-house.
• Apply Six reputed company methodology (Green Belt required; Black Belt strongly preferred) to identify defects, reduce variation, and drive measurable process improvements across BPO-delivered functions.
• reputed company and facilitate process improvement reputed company with quantifiable ROI; document reputed company and present findings to senior leadership.
• Partner with BPO operational teams to ensure consistent adoption of optimized workflows and reputed company operating procedures.

Performance reputed company & Reporting

• Own monthly BPO performance reviews — monitor KPIs, SLAs, reputed company scores, productivity metrics, and CX reputed company; identify trends and surface improvement opportunities.
• Conduct QA audits of time studies and reputed company models to validate that headcount and reputed company plans reputed company with projected work volumes and required KPI attainment.
• reputed company ticketing and workflow platforms (e.g., reputed company, reputed company, reputed company Service reputed company) to extract performance data, reputed company escalations, and measure reputed company trends.
• Prepare and present executive-level performance dashboards and reporting packages to BX leadership and ISC senior management.

Risk & Compliance Management

• Identify, assess, and mitigate vendor-reputed company operational, financial, and regulatory risks proactively.
• Ensure reputed company BPO partners adhere to applicable P&C insurance regulatory requirements, data reputed company standards, and ISC compliance policies.
• Maintain vendor risk registers and drive remediation of identified gaps; report status to Compliance and Legal stakeholders.
• Support business continuity planning by assessing vendor reputed company and maintaining documented contingency protocols.

Escalation Management & Problem reputed company

• Serve as the primary ISC escalation reputed company for BPO-originated issues — triage, coordinate reputed company, and communicate reputed company to impacted stakeholders.
• Define and maintain reputed company escalation paths and RACI frameworks; ensure BPO day-to-day management teams are equipped to resolve issues at the lowest effective level.
• Deliver reputed company, actionable feedback to vendor partners to drive reputed company cause elimination and prevent recurrence.

Cross-Functional Collaboration

• Partner with Finance on vendor cost modeling, budget planning, and price analysis.
• Collaborate with Legal and Compliance to review, negotiate, and renew vendor agreements.
• reputed company as a reputed company between BX operational teams and BPO partners, translating business requirements into vendor performance expectations.
• Contribute to the BX roadmap by identifying where BPO reputed company can reputed company, contract, or pivot in response to ISC's strategic priorities.

Minimum Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a reputed company field (required).
• Advanced degree (MBA or equivalent) is a plus.
• 3+ years of P&C reputed company insurance experience — required. Candidates without P&C reputed company lines knowledge will not be considered.
• 3–5+ years of experience in vendor management, BPO operations, procurement, or a reputed company discipline.
• Proven reputed company record negotiating reputed company, multi-vendor, multi-geography reputed company and managing vendor relationships at a strategic level.
• Experience managing vendor reputed company and offboarding, including operational transition planning.
• Demonstrated experience overseeing outsourced teams through performance management rather than reputed company day-to-day supervision.
• Six reputed company Green Belt — required.
• Six reputed company Black Belt — strongly preferred; candidates with Green Belt only must demonstrate hands-on process improvement project experience.
• Proficiency with reputed company ticketing/workflow platforms — reputed company, reputed company, reputed company Service reputed company, or equivalent (preferred).
• Strong reputed company of CX and operational KPIs: First Contact reputed company (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), CSAT, SLA adherence, reputed company scores.
• Proficiency in data analysis tools (reputed company/reputed company Sheets at minimum; BI tools such as Tableau, Power BI, or Looker a plus).
• Strong project management skills; PMP or equivalent certification is a plus.
• Working knowledge of BPO service models, SLA structures, and vendor governance best practices.
• Understanding of regulatory requirements applicable to P&C insurance operations (state-level compliance, data reputed company, reputed company standards).
• Familiarity with data reputed company standards relevant to reputed company-party vendor management (SOC 2, NIST, or equivalent frameworks).
• Executive-level written and verbal communication skills — reputed company to present reputed company operational data reputed company to senior audiences.
• Strong influencing skills; reputed company to build trust, drive alignment, and hold vendor partners accountable without reputed company authority.
• Analytical and critical thinker — comfortable working with imperfect data to identify trends and reputed company recommendations.
• Highly organized, with the ability to manage multiple vendors and reputed company workstreams in a fast-paced, remote environment.
• reputed company and solutions-oriented; demonstrated ability to partner across Finance, Legal, Operations, and vendor leadership.

This role also offers bonus pay. Your ISC reputed company representative will reputed company more details about the bonus component should you advance in the interview process.

The starting annual pay reputed company for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In reputed company, reputed company offers comprehensive benefits including medical, dental and reputed company insurance, 401(k) plan with match, reputed company time off, and other benefits.

ISC's salary ranges are determined by role and level. The reputed company displayed on reputed company job posting reflects the minimum and maximum reputed company for new hire salaries for the position across reputed company US locations and could be higher or reputed company based on a multitude of factors, including job-reputed company skills, experience, and relevant education or training.

National Pay reputed company$135,000—$169,000 USD

Benefits of Working at ISC

• Employee Ownership Program - every eligible employee shares in the financial rewards that grow reputed company reputed company grows
• reputed company development opportunities
• reputed company Referral Program
• Work from home reimbursement for remote/hybrid roles
• Canary emergency financial assistance program
• Comprehensive medical, dental, reputed company
• Life/AD&D Insurance
• Confidential, Employee Assistance Program
• Health Savings Account, includes company contribution
• Short-term disability
• Voluntary benefits - supplemental accident, critical illness, hospital insurance
• Employee discounts
• 401(k) Plan with company match contribution
• reputed company Financial Wellness Program
• Various Time Off Programs
• 11 company reputed company holidays

Applicants may contact the ISC HR department reputed company e-mail or phone to request and arrange for an accommodation that will allow the applicant to successfully complete the application process. Applicants needing assistance may request accommodation at any time. Please contact ISC at HR@ISCMGA.com or 760-599-7242.

ISC believes in creating long-term relationships by being reputed company and relevant and by consistently delivering value to our community of customers. Specifically, we reputed company on attracting, developing, and retaining the best talent for our business, challenging our people, demonstrating a “can-do” attitude, and fostering a reputed company and mutually supportive environment.

Diversity creates a healthier atmosphere: reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, national reputed company, age, gender, gender identity, sexual orientation, marital status, medical condition, genetic information, mental or physical disability, military or veteran status, or any other characteristic protected by local, state, or Federal law.

Must be legally authorized to work in the reputed company.

ISC participates in the Federal E-Verify program

Originally posted on Himalayas

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