Senior Director of Operations

Reporting to the SVP Operations, Fortegra. Responsible for managing Fortegra Europe’s Premium Operations team and aiding the Sales, Underwriting and Finance teams to onboard and process all revenue as well as identifying, recommending and implementing solutions to help drive the business forward.

Job Responsibilities

• Deliver Operational solutions that provide a competitive advantage to support the growth of the business in a way that satisfies our clients’ needs.
• Contribute proactively to the continuous improvement of business processes/technology through identifying opportunities for improvement and implementing changes across Fortegra Europe and wider group of companies.
• Participate in the formulation and development of Fortegra Europe’s Operational strategy.
• Liaise with internal departments to understand their needs; recommend solutions and provide support to sales, clients and users. Work with heads of departments to assist in Fortegra Europe’s growth strategy.
• Take responsibility for Fortegra Europe’s core business processes, including client onboarding, premium, claims & case reserving data processing, cash application, receivable tracking, data management & error resolution.
• Coordinate operational month end close processes & data control checks across warranty and specialty divisions.
• Develop, monitor and manage SLAs.
• Assist in maintaining relationships with external European MGA’s, ensuring deadlines, service standards & data quality standards are achieved and maintained.
• Manage operational & data processing teams from various European group companies.
• Provide induction training for new staff using specific departmental software & operational procedures and processes.

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Knowledge/Skills/Experience

• Experience working in a similar role & management of operational teams.
• Ability to manage risks and issues through requirements elicitation and management with an analytical mind-set.
• Judgement to balance commercial and compliance risks to achieve positive outcomes.
• Ability to deal with confidential matters with discretion and tact.
• Maintain the highest professional standards to ensure the firm is not in a position of risk.
• Ability to build supportive relationships with everyone across the firm.
• Excellent communication and management skills, with an ability to influence at all levels.
• Able to multi-task, manage time effectively, and keep calm under pressure.
• Work collaboratively with partners and Senior Management Team.
• Make commercial business decisions and is resilient in the face of resistance.

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