AVP, Business Optimization - Glastonbury, CT or Remote

· Strong understanding of insurance operations, claims processes, customer service, and contact center environments.

· Expertise in workforce management methodologies, forecasting models, staffing strategies, and scheduling practices.

· Knowledge of vendor governance, third-party risk management, contract oversight, and supplier lifecycle management.

· Strong project, program, and organizational management skills, with the ability to manage multiple priorities simultaneously.

· Ownership mentality: action-oriented, and capable of understanding business needs and thinking critically about how to execute without explicit step-by-step instruction

Transformational Experience: experience in leading and executing transformational initiatives, driving change, and implementing innovative solutions to enhance organizational effectiveness and competitiveness.

Outstanding Communicator: Highly effective written and verbal communication skills, including proficiency in developing and delivering presentations. Ability to tailor communication styles to different audiences, including internal cross-functional teams and external customers and partners.

Strategic mindset: Proven abilities to develop and execute operational strategies aligned with the organization's goals and objectives. Aptitude for identifying trends, patterns, and operational bottlenecks to proactively address challenges and optimize processes.

Analytical mindset: Thinks analytically with the ability to articulate complex ideas into clear frameworks; uses data to conduct root cause analysis and develops high quality, consumable, and consistent metrics that drive strategic objectives and priorities.

Customer Centric: skilled at prioritizing the customers’ needs and experiences, understanding what they want and delivering exceptional service.

Has a thorough understanding of our industry, the relevant business landscape, and trends in growth and insurance environments; can spot early indicators of change and apply strategies to adapt quickly is required.

Flexible and agile, comfortable with the ambiguity of a growing and transforming organization, skilled at working and building culture in remote environments.

Qualifications

· Bachelor’s degree or equivalent experience is required.

· 10+ years of experience in operations, workforce management, vendor management, PMO/project leadership, contact center operations, or related leadership roles is required.

· 4+ years of people leadership experience.

· Experience leading workforce forecasting, staffing, capacity planning, scheduling, and operational reporting programs is required.

· Experience managing third-party vendor relationships, supplier performance, contract governance, and risk oversight is required.

· Experience leading strategic initiatives, enterprise projects, or PMO-related functions is required.

· Experience with workforce management systems, reporting platforms, business intelligence tools, Salesforce, and Microsoft Office Suite, including advanced Excel capabilities.

Insurance industry, Travel insurance or other regulated industry experience is preferred.

Competitive compensation package

Generous 401K employer match

Employee Stock Purchase plan with employer matching

Generous Paid Time Off

Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing

A core C&F tenet is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path

A dynamic, ambitious, fun and exciting work environment

We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

If you require special accommodations, please let us know. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require special accommodations, please let us know. Belonging at C&F, is a mindset. It’s about fostering a culture of inclusion and connection, where everyone feels valued, heard, and empowered to thrive and where our social impact efforts help strengthen the communities where we live and work.

For California Residents Only: Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/ for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws. Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $95,600.00 to a maximum of $179,600.00. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

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