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Head of Service Operations
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Full-time
- Circa 50% of the portfolio comprises small commercial business sold either online or through intermediaries, and the remaining 50% represents traditionally traded business intermediated through broking partners including Professions, Crisis Management and Specialist lines such as Media & Entertainment.
- The business has pursued an omni-channel approach since inception, and so are less constrained by the channel conflict which affects some competitors.
- The Head of Service Operations is a strategic leader responsible for all aspects of customer, broker, and partner service for Hiscox’ $1B US business, reporting into the Chief Operating Officer.
- Core responsibilities include contact center and back-office operations, management of our closely integrated third-party vendor, operational support for vendor and internal partners, and digital transformation of business processes and customer service experience.
- Examples include workforce management, process improvement, workflow management, commissions, user access controls, UW operations.
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