What are the responsibilities and job description for the Vice President, Center Operations position at Berkley?
Company Details:
Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require world-class risk and claims management customized to their needs, a team of select expert independent agents and innovative digital tools to keep it simple and easy. We’ll blend our partners, products and capabilities with all that is Berkley, generating a modern solution for the customers we serve.
Our culture is one of innovation, creativity and teamwork. Our team is highly motivated, passionate about our business, and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.
The company is an equal employment opportunity employer.
Responsibilities:
We have a welcoming culture valuing our employees – we trademarked the phrase Everything Counts, Everyone Matters® to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us!
Key functions include but are not limited to:
Continue to scale the Berkley One Customer Center. Work effectively across Berkley One to identify and consume customer center administrative work, creating capacity for functions. Consumable work includes areas noted above and others identified through an iterative and ongoing collaboration with business partners.
Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require world-class risk and claims management customized to their needs, a team of select expert independent agents and innovative digital tools to keep it simple and easy. We’ll blend our partners, products and capabilities with all that is Berkley, generating a modern solution for the customers we serve.
Our culture is one of innovation, creativity and teamwork. Our team is highly motivated, passionate about our business, and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.
The company is an equal employment opportunity employer.
We have an opportunity for a VP, Center Operations to join our Berkley One team! You will be responsible to scale and manage the full-service customer center for Berkley One and leverage that platform to support other WRB Operating Units with similar service center needs. The goal is the delivery of service excellence in an effective and cost-efficient manner. Specific responsibilities include: building and managing teams and processes responsible for policy support and processing; distribution administration; claims, risk management and billing administration and support; and inside sales/cross sell/upsell. The center will offer agency and client contact support for both direct and agency-produced business. In all areas overseen, this position will continually advance a model that delivers a distinct operational advantage for WRB and Berkley One.
We have a welcoming culture valuing our employees – we trademarked the phrase Everything Counts, Everyone Matters® to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us!
Key functions include but are not limited to:
Continue to scale the Berkley One Customer Center. Work effectively across Berkley One to identify and consume customer center administrative work, creating capacity for functions. Consumable work includes areas noted above and others identified through an iterative and ongoing collaboration with business partners.
- Add functions and services that enhance our customer experience and reputation as a market leader.
- Identify and implement opportunities for revenue growth in the center such as cross-sell and upsell.
- Identify and implement technology and tools and automate processes that lead to meaningful efficiency gains while balancing expenses and deriving the most from current and future headcount.
- Work with business partners to identify technology and processes that will make our model more effective and efficient.
- Lead a team of managers and service professionals providing processing support to the business.
- Create end-to-end process flows and make recommendations on technological improvements to support the most efficient and effective flow of work through the organization.
- Define SLA’s, KPI’s and other quality metrics that will result in an optimal outcome, including Csat measures.
- Contribute to an operating expense ratio of 12% or better.
Leverage the Berkley One service platform to provide customer center support for other WRB Operating Units.
- Build or adopt workflows and processes that will scale as more OU’s join the center. Implement workflows and processes, adapting as necessary, to move and manage identified work to the Center.
- Identify and sponsor new initiatives from WRB OU’s and Berkley One that ensure operational excellence and deliver on their promised return.
- Track and measure the way that work comes to us – direct and agency generated - and implement solutions to reduce, automate and streamline that work.
- Develop and implement productivity metrics and staffing models and identify software and technological solutions that will increase productivity, automate work and deliver a superior experience for both our agents and customers.
- Make organizational and work function recommendations to optimize the use of our internal resources and external partners.
- Implement staff training that supports the pursuit of service excellence and their professional development.
- Implement tools to track the usage of task in-boxes, phones, email, the agent portal, the customer portal and app to identify and recommend improvements in process, training and technology.
- Identify and lead change management initiatives that focus on the build and execution of a cross-OU center.
- Work collaboratively with other WRB Operating Units to identify work and tasks that are more efficiently and effectively serviced in a center environment.
- Other projects as assigned.
- Bachelor's degree or commensurate experience
- 10 years of personal and commercial operational leadership experience
- Broad knowledge of operational management, customer experience and customer center strategy and management
- An effective leader and motivator, you know how to successfully influence and manage a number of resources and initiatives from initiation through delivery. You know how to work through others and steer teams. You are a master at stakeholder management, able to collaborate with senior leaders, peers and subordinates, corporate and external constituents.
- Exceptional communication skills. Your communication style is flexible to the situation. From communicating updates to the team, to discussing metrics with key stakeholders, or presenting to leadership, you communicate clearly and with a purpose. You are adept at synthesizing large amounts of information and providing concise messaging and recommendations.
- Incredible empathy and understanding of the needs of our insureds and their agents alike. You will be an excellent advocate for Berkley customers and are passionate about their experience.
- A love of process and optimization. You are able to identify and resolve challenges and hurdles and to prioritize deliverables to ensure critical milestones are met.
- Calm under pressure. You have exceptional organizational skills, integrity, and great follow-through on tasks. You are comfortable challenging norms while working collaboratively with colleagues at all levels of the organization.
- You have a strong sense of accountability, fun and adventure.
- Natural curiosity. You love learning how things work and you are always looking for creative and innovative improvements. You enjoy testing different strategies, tracking results and making improvements.
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