Crum & Forster (C&F) , with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.
Approaching $4 billion in written premium as of 2021, C&F enjoys a financial strength rating of A (Excellent) by A.M. Best.
C&F is proud of its superior customer service platform and its claims and risk engineering services are recognized as among the best in the industry.
Our most valuable asset is our people 2500+ employees, and growing, in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning workplace and wellness awards.
C&F is part of Fairfax Financial Holdings, a global organization with $23.8 billion in revenue as of 2021.
For more information about Crum & Forster, please visit our website: www.cfins.com
The Director Offshore Operations is responsible for leading the Crum & Forster Surplus & Specialty Lines (S&S) Offshore Operations Team to provide leadership across our BPO insurance operation by overseeing knowledge and work transfers offshore, including hiring and training and deploying methodologies to track and report on timeliness and quality. This role is responsible for partnering with Operations leadership on executing S&Ss operational vision.
The BPO is currently a combination of vendor and captive staff. The core focus is to lead the process opportunity identification, execute process transitions, and manage the BPO vendor relationship in order to deliver greater efficiency, higher quality while meeting business turnaround requirements. The Director Offshore Services will be responsible for establishing a long-term vision for outsourcing strategy and build a roadmap to prioritize opportunities, allocate resources, and execute on vision in partnership with Operations, Underwriting and Claims leadership.
The Director Offshore Operations will report to the SVP, S&S Operations Services. The S&S Operations team is responsible for all aspects of operations: Underwriting Ops, Claims Ops and Financial Ops (Billing & Collections).
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.
What C&F will bring to you
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 familys 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
We value inclusivity and diversity. 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 accommodation, please let us know.