Head of Global Operations

3 weeks ago

London, United Kingdom Liberty Specialty Markets Full time

**General information**:
**City**:London

**Country**:United Kingdom

**Creation Date**:11-Apr-2023

**Employment Type**:Permanent

**Employment Type**:Full time

**Ref #**:1234570163

**Description & Requirements**:
**Job Title: Head of Global Operations**

**Location: London**

**Duration: Permanent**

**Role of Department:
Liberty Mutual Global Risk Solutions is looking for a Head of Global Operations who will be responsible for the delivery of transactional support across the insurance value chain including policy servicing, billing, collections, premium audit, BPO vendor management and other capabilities through global platforms and solutions that will enable underwriting profitability and deliver differentiated experiences. As a key member of the GRS Operations leadership team, the Head of Global Operations will work in close partnership with Business COOs and business leaders to create and implement successful operationally driven strategies across GRS that drive tangible business value

The Head of Global Operations will possess a strong knowledge and expertise of global operational scale, efficiency and managing vendor and outsourcing partnerships. This leader must be committed to living our inclusive values, consistently seeking a breadth of perspectives, and driving cross-functional collaboration that results in measurable business outcomes. This role requires a strategic thinker with a proven ability to execute, a passion for leading inclusively and the drive to continuously improve and evolve GRS’s operational strategy and execution

**Key Responsibilities**:
Strategy and Planning:
- Set short
- and long-term strategy and annual plan for global operations, including policy servicing, billing, collections, premium audit BPO vendor management and other capability enhancements
- Lead the above-mentioned capability maturity analysis and prioritization of activity against the needs of business leaders and external constituents
- Oversee and communicate strategic roadmaps to drive these capabilities to desired maturity levels
- Partner with technology to inform investment in technology initiatives to drive operational efficiency and scale

Execution:
- Oversees all execution of day-to-day activities within the scope of the capabilities aligned to their organization (eg. policy servicing, billing, collections, premium audit, BPO vendor management and other capabilities)
- Accountable for the end-to-end delivery of global capabilities in support of prioritized business objectives and key results
- Accountable for the strategy, standards and liaising with Business COOs for the delivery of federated capabilities in support of prioritized business objectives and key results
- Lead teams that own the day-to-day relationship and management of business process outsourcing vendors responsible for execution of global capabilities
- Serves as the overall business leader for technology and liaises with IT / data stakeholders to ensure each Operations technology capabilities are being fulfilled
- Manages the overall budget associated with GRS global operations, including headcount for operations resources managed at an Enterprise-level

Talent Management:
- Define global shared function operating models in line with GRS operating model including governance, accountability and cross functional collaboration and engagement
- Develop and nurture key global function talent and drive improvement in the overall business and technical skillsets
- Drive culture in line with the broader GRS culture aligned to our cultural aspirations and driving toward a high-performance culture

Capability Development:
- Support the development of global operations capabilities to deliver significant expense reductions, profitable growth, customer retention, operations enablement, innovation, and customer / intermediary and employee experience
- Provide inputs and capability prioritization and funding across GRS Operations

- Experience leading operations in a large, complex international business
- Familiarity driving outcomes in a matrixed organization
- Demonstrated relationship building at Global scale
- Experience driving operational efficiency and scale through hybrid capability delivery models
- Experience managing a variety of vendor and outsourcing partnerships
- Experience managing International regulatory compliance

**About Liberty Specialty Markets (LSM)**:
Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.

Our people are key to our success. That is why “Put People First” is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

- Offering a vibrant and inclusive environment and committing to their career development.
- Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters frame

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