High Value Operations Leader

The Company:

Commercial and personal line insurance carriers rely on EXL as a key business partner through our Castle High Value and EXL Risk Control service offerings. We offer a variety of field inspection and risk control services to support our clients’ underwriting processes. EXL’s consultants deliver industry-leading professionalism, quality and turn-around time, and our innovative solutions help our clients keep ahead of the competition. https://www.exlservice.com/survey-and-risk-control

The Position

EXL’s Castle High Value business provides replacement cost estimating and loss prevention services on high value homes for personal lines insurance carriers and is the recognized leader in the industry. Castle High Value is looking for an ambitious and experienced professional to lead our Team as a High Value Operations Leader.

The High Value Operations Leader assumes responsibility and control of all operational results for the High Value business. The High Value Operations Leader maintains control of time service, acquisition costs and production levels, monitors quality, and interacts with clients in a manner that is consistent with company policies, procedures, and standards. Operations Leader uses strong analytical, reporting and forecasting skills to maintain adequate field capacity and to ensure consistently excellent customer service levels. Operations maintains and supports Management Team in an effort to ensure their success and guarantee best results for High Value customers. High Value Operations Leader works as an integral part of the Survey Leadership Team and contributes meaningfully to our organizational mission and internal goals. The successful High Value Operations Leader relentlessly drives operational and process excellence.

Responsibilities

· Daily oversight of countrywide business operations to include strong grasp of reporting and forecasting skills

· Maintains a team of managers and consultants capable of meeting or exceeding company’s and customers’ quality and professionalism standards.

· Meets or exceeds countrywide company time-service objectives

· Adhere to budget guidelines, including acquisition costs, revenue-per-hour targets and SLAs

· Meets or exceeds monthly and annual production goals for High Value Business.

· Meets or exceeds performance metrics and standards set forth in Performance Objectives

· Interacts with clients/customers and maintain customer relationships, always striving to exceed client expectations

· Monitors phone calls and e-mails and respond to all communications in a timely manner.

· Performs other duties as assigned.

Qualifications

· Excellent working knowledge of inspection rules, client guidelines, and applicable state regulations.

· Knowledge and expertise in technical areas of the inspection process.

· Ability to multitask and handle time sensitive urgencies.

· Ability to make deliberate data-driven decisions

· Must have excellent written and oral communication skills as well as excellent organizational skills.

· 5+ years’ experience in leadership and management roles

· Management and Field experience with OSI/Castle

· Must have excellent leadership skills

· Must have excellent perspective and judgment related to business responsibilities and requirements. Must have knowledge and technical expertise survey subject matter and process.

Other Duties:

· Demonstrate the highest degree of professionalism to stakeholders in the survey process as well as to colleagues

· Ability to manage multiple projects at once and handle time sensitive urgencies

· Knowledge in use of computer equipment, software (esp. Excel), and general office equipment

· Strong analytical skills and resourcefulness

· Lead by setting a strong example and always improve: The successful High Value Operations Leader will not only be open to improvement, but will self-identify where professional development is needed, and will set goals to drive improvement and professional growth without being asked. Will share these objectives with VP during periodic One-on-One sessions