Pay Philosophy
The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
Description
Head of Delivery Center Summary:
- Role will be responsible for leading our GRS Delivery Centers. This is a global role and will be responsible for North America, Dublin, and Kuala Lumpur Delivery Centers.
- The GRS Delivery Centers will be hubs that support all GRS functions that require a delivery center capability to enable and unlock strategic business strategies to go to market.
- This role responsible for over setting the end-to-end strategy for Delivery Centers. With a scope of management of all business segments and functions that utilize the delivery centers in GRS currently and in the future. With over 1+million transactions a year flowing through the centers today, this role must maintain operational excellence and controls.
- This role is responsible driving the organization forward by taking the strategy through to delivery. Delivering innovative capabilities that drive service delivery, direct customer and broker experience or direct internal connections with UW/Finance/Account/Claim and UA/AAs and inspiring a high-performance employee engagement culture.
Role Details:
- Working for Head of Global Operations in partnership with all segment’s leaders and functions in GRS (see below Current & Future Delivery Center Work) including Global Operations LT.
- Responsible for overseeing a department who collaborates with GRS regional leaders globally to define, scope and govern long-term and annual strategy. Through strategy planning, budget management, project management of complex, cross-functional projects/domains impacting significant stakeholder groups across the organization. Additionally, this role will partner with Business Agility/IT and the Data Office on implementation of key initiatives.
- Leads an operation of 500+ internal and offshore resources to support all operational and administrative activities globally for all segments and across multiple functions the Delivery Centers. This operation spans 20+countries and languages.
- Responsible for day-to-day management of all aspects of the strategic business stakeholder relationships, including but not limited to driving process standardization and integration, maintenance and continued enhancement of processes, documentation, and operational workflows.
- Creates a best-in-class delivery center operation model for through managing onshore and offshore work alignment, process re-design, standardization across all systems, improving end-to-end business process flow, and enhancing utilization of offshore model.
- Collaboration and working very closely with GRS Vendor Management for tight coordinating with partners.
- Collaborates cross-functionally to involve appropriate stakeholders with process re-design to streamline processes to improve operational efficiencies and productivity across the segment and globe.
- Proactively partners with business segment leaders to provide consulting, solutions options, and recommendations around technology, standards, strategies, and governance.
- Develops and leads Sr. Product owners, ensuring appropriate staffing levels, skillsets, and alignment to support business and technology objectives and to manage within the budget
- Sets department vision and direction in coordination with Sr. Executives and motivates and manages staff to achieve results.
- Governance and oversight of all major process improvements and training programs and projects related to GRS OOO and Global Operations Operating Model.
- Responsible (in conjunction with the GRS Vendor Management) for developing and creating an optimized Operational environment; identifying and implementing additional opportunities to best maximize and leverage capabilities
- Manages performance onshore and offshore operations employees as it relates to service level agreements, delivery quality, audit, metric reporting and benchmarking
- Develop necessary corrective action plans, as needed, related to both business requirements and vendor performance and delivery quality
- Report and provide metrics, including performance against Service Level Agreements (SLA), on various aspects of vendor performance to executive leadership, business unit leaders and their respective underwriting organizations
- Coordinate and/or participate in audit-related activities based on internal and external requests
- Work with business stakeholders to develop and evolve the strategic sourcing program
- Addresses integration opportunities and ongoing IT enhancements through direct partnership with IT and prioritization of IT roadmap. Drives execution of IT solution roll-out to all Delivery Center operations and up & downstream stakeholders across all functions.
- Role will require significant amount of global travel and ability to manage outcomes and a virtual team
- Balances individual customer needs and business priorities assuring alignment with the business strategies and objectives of GRS.
- Fosters internal and external business partnerships and develops relationships that promote trust and increases efficiency and effectiveness.
- Drives and implements change, continuous improvement and staff development including the next line of business leaders.
Qualifications
- The ideal candidate should have at least 10 years of experience in leading large scale onshore and offshore delivery centers at scale. As well as adopting, maintaining, and reviewing internal controls related to governance, compliance, quality audits, or risk management programs.
- Ability to set direction, create alignment and inspire/motivate and manage change and innovation across multiple functions and disciplines including but not limited to UW & UW Support (multiple segments), Operations, Finance & Billing, etc. Also has deep international and cross functional and multi segment discipline experience required.
- Proven success in partnering with vendor management and transitions both onshore & offshore at scale.
- Experience in leading transformation by identifying the need and designing initiatives.
- Track record of taking ongoing action to improve business results
- Experienced in using data to drive timely decision-making
- Demonstrated ability to organize work in a way that improves efficiency
- Ability to oversee and monitor multiple business initiatives simultaneously
About Us
**This position may have in-office requirements depending on candidate location.**
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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