Vice President, Operations- Insurance (US)


Learn, Lead & Grow at Sitel Group®

We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves. As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 160,000 people around the globe – working from home or one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

You Will

As the Vice President, Operations you will lead the operational delivery of the Sitel Group North America Insurance portfolio. You will have a unique opportunity to build the Sitel Group culture with a team of approximately 4,000 colleagues and will manage a portfolio of ~$200,000 in revenue. You will be a key leader in making strategic operational decisions that will result in exceeding our customers’ expectations.

You Will

  • Provides support to client stakeholders to obtain an understanding of service needs and problems. Implement systematic changes to improve service based on feedback.
  • Continually plans for rapid growth, effectively managing costs and keeping all changes transparent to the customer.
  • Leveraging the collection, analysis and reporting of data to achieve business goals and execution of operational procedures.
  • Standardization of business processes across service delivery footprint.
  • Continually reviews possible innovation to enhance our clients customer’s satisfaction, and unlocks a ROI for both the client and the company.
  • Adherence to client mandated process across the operations.
  • Producing a clear, cohesive, and consistent representation of the operational delivery to the client and company leadership.
  • A globally aligned and connected service delivery team with stated goals for operational efficiency and increased productivity.

You Have

  • Bachelor’s Degree or mix of education and experience
  • 10+ years of Contact Center Operations experience
  • 5+ years working in/with a BPO
  • Insurance P&C, L&H, and Annuities experience required in operations
  • Experience in managing large teams of direct and indirect employees
  • Deep understanding of the Insurance industry managing insurance licensing across all lines of authority
  • Deep understanding of contact center operations and how to achieve key performance metrics
  • Leadership skills that effectively translate to the management and positive engagement of large groups of people
  • Confidence and comfort interacting with executive leadership, both in times of success and times of escalation
  • Continually plans for rapid growth, effectively managing costs and keeping all changes transparent to the customer
  • Advanced proficiency with Workforce Management Operations and platforms
  • Expert with presentation development and delivery
  • Strong working knowledge of data analysis and performance metrics using business data analytics tools
  • Ability to travel domestically in the US up to 50%

Our Perks

Competitive salaries, benefits, 401K contribution matching and paid time off.

Onsite and remote work at home available (depending on the market).

Fun and engaging company-wide initiatives, including our SitelFit wellness program.

Growth opportunities through various development programs.

Employee discounts.

Casual dress code.

Excellent work culture.

Join the #SitelLife

GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.

GROW AS YOU GO. We invest in you with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop professionally and personally. You choose where you want to go; we help you get there.

WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

BE BOLD, BE YOU. #SitelLife represents our commitment to our people - to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.

Our talent is our strategic differentiator. By bringing together diverse perspectives through our people and ideas, we foster an environment where people belong, all voices are heard, and everyone is vital and can contribute their best work. Sitel Group® is proud to be an Equal Opportunity workplace.