Career Center

What you will do:

• Remotely manage outsourced BPO processes in partnership with Operations managers


• Establish KPIs to reflect accuracy and timeliness of the various BPO teams


• Use business feedback and KPIs to monitor operational effectiveness of the team; identify opportunities for continuous improvement


• Conduct root cause analysis and correction of reported errors

• Track and report associates daily performance and productivity. Monitor and maintain work volume statistics.


• Set the strategy and execute on the BPOs quality program


• Ensure all training plans, quality reviews and audit processes achieve a high level of accuracy. Be a quality advocate at all times.

• Develop and maintain strong relationships with internal business customers, whose services are provided through the BPO center; solicit underwriting, operations and claims feedback on a regular basis to improve service.


• Partner with key BPO stakeholders to identify opportunities for improvement and process


• Review monthly BPO financials and invoicing to ensure BPO partner financials are aligned

What you will bring to C & F:

• 10+ years of work experience; Insurance experience preferred. 5+ years working in a management capacity supervising BPO personnel


• Bachelors degree or equivalent experience required


• Experience scaling a BPO operation by on-boarding new personnel and work types


• Technical skills that support an understanding of business issues and the specific impact of technology on people and processes


• Possess broad understanding of insurance workflows. Technical skills should support an understanding of business issues and the specific impact of technology upon people and processes.


• A collaborative leader who sets realistic goals and develops innovative strategies


• Enjoys being very hands-on, roll up your sleeves mindset with the ability to be a driver and change agent in an organization


• Excellent interpersonal, communication, presentation, and negotiation skills for a wide variety of audiences


• Can operate independently and manage large teams and operations remotely with limited executive direction including management of a diverse and global team.


• Team player with excellent communication and stakeholder management skills to build sustainable and productive alliances across the organization.


• Strong organizational skills, including the ability to coordinate, prioritize and manage multiple activities or projects throughout the day


• Ability to anticipate client (both internal and external) needs and act accordingly


• Willingness to adapt schedule to drive maximum impact in role (hours, days, etc.)


• Proficiency in Microsoft Excel, Word, Visio, PowerPoint, Teams, Jira/Confluence Sharepoint, and other related application.