VP, BUSINESS PROCESS OPTIMIZATION AND SOLUTIONS

OverviewThe VP, Process Optimization and Carrier Relations is responsible for supporting Lakeview Household Solutions in implementing new processes within the call center, evaluating and onboarding new vendors to support key initiatives, managing implementation of key operations initiatives, providing occasional training support for agents related to new carriers and initiatives, and driving growth and support of our carrier panel. This role will focus on the daily work required to maintain and improve the high level of performance LHIS expects within our contact center, including our Sales, Service, and Outbound Call marketing teams.The VP, Process Optimization and Carrier Relations serves as a key leader within the contact center and the larger LHIS business, collaborating with Sales, Product, Operations, Training, and Marketing leaders to identify and implement opportunities for improvement. This VP will also be responsible for establishing and maintaining strong carrier relationships, including supporting onboarding and appointment, tracking success metrics at the carrier level, and maintaining a regular cadence of engagement with carriers to identify opportunities for improvement.ResponsibilitiesProcess Optimization & Management Develop a deep understanding of key processes across the business in order to identify opportunities for improvementRecommend concrete and feasible solutions for process improvement, including required vendors, business case for implementation, and workplan to executePartners with Sales, Analytics, QA, and Training teams to implement and track progress of new process solutions, including identifying and tracking key KPIs to measure successContribute to the development and rollout of new campaigns, scripts, and operational strategiesTeam Leadership & ManagementProvide recommendations regarding teams / personnel required to implement new processes and strategies, especially in the emerging marketing spaceDirectly manage, lead, and develop teams required, ensuring alignment with organizational goals and performance expectations.Manage performance standards and hold team members accountable to key performance indicators (KPIs)Conduct performance evaluations, compensation recommendations, and career development planningFoster a high-performance, accountability-driven culture within a virtual or hybrid team environmentNew vendor and new initiative supportPartner with business leaders and develop recommendations regarding new vendors required to implement new processes andSupport and oversee the roll out of new technology, compliance, and business vendors as needed to support the objectives of the businessEngage and manage the business relationship with Vendor Management and Legal teams to drive onboarding of new vendors and expansion of engagement with existing vendorsPartner with IT, Sales, Marketing and Analytics teams to support launch of new vendor capabilities, including establishing and tracking success KPIsCarrier managementEstablish strong relationships with existing carrier partnersIdentify opportunities to expand and improve carrier relationships, including understanding key carrier priorities, LHIS ability and appetite to support new initiatives, and tracking carrier-level metrics to identify emerging or potential issuesDevelop recommendations for new carriers to onboard, including business case for expanded coverage and customer optionsPartner with legal, vendor management, and external partners to support onboarding and activation of new carriers Coaching & Training support Support LHIS contact center needs by helping to develop and deliver new training initiatives for Sales, Service, and Marketing agentsPartner with Sales and QA leaders to identify training needs, including related to specific process improvement rollouts, new carrier onboarding, newly onboarded vendors, and growth initiativesPartner with Training team to develop and deliver required training, as well tracking impact and success Finance & AdministrationSupport daily finance and administration needs of business as requiredPartner with accounting and carrier partners to ensure commissions earned align with new business, renewal, and other revenue expectationsWork with Sales and Business leaders to address ad hoc carrier and regulatory requirementsPartner with compliance and licensing teams to support ongoing licensing expansion and maintenanceincluding alignment of commissions received form carrier with expectServe as an escalation point for complex or sensitive issues requiring managerial discretionQualificationsRequired7-10+ years of experience in contact center, operations, or insurance services, with a focus on process improvement and performance optimization4+ years of leadership experience, including managing cross-functional teamsProven success leading complex initiatives from strategy through execution, delivering measurable improvements in key KPIsStrong understanding of insurance carrier relationships, metrics, and onboarding processesExperience evaluating and implementing vendors, tools, and operational solutionsStrong analytical, problem-solving, and executive communication skillsDemonstrated ability to lead high-performing teams and operate effectively in a fast-paced, evolving environmentPreferredExperience in insurance, brokerage, or insurtech environments with multi-carrier modelsBackground managing inbound/outbound sales or service teams in a contact centerFamiliarity with call center technologies, compliance, and regulatory requirementsExperience launching new campaigns, vendors, or carrier programsCertifications, Licenses, and/or RegistrationActive Personal Lines or Property & Casualty General Lines Agent License preferred.Physical Demands and Work EnvironmentThe job requires regular sitting and use of hands for handling objects, tools, or controls, with frequent talking and listening in a moderately noisy environment. There will be occasional standing, walking, and reaching with hands and arms, with rare instances of stooping, kneeling, crouching, or crawling. Lifting and moving objects up to 10 pounds is a regular part of the role. Specific vision abilities such as close vision, color vision, and the ability to adjust focus are necessary.Additionally, the employee must connect to the internet via a direct Ethernet connection, maintain a dedicated workspace to safeguard customer information, and have an internet connection with a minimum download speed of 50 Mbps and a minimum upload speed of 10 Mbps. If using shared internet, prioritizing the connection for work purposes is strongly recommended, with the preference for a dedicated connection solely for work-related tasks.EEOCLakeview Household Insurance Solutions, LLC is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.