FBS - Functional Operations Manager

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About the Role

This role is responsible for driving the operational execution of key business priorities. Acting as a strategic liaison between Front Line Leaders and Site Senior Leadership, the position ensures smooth communication, identifies performance drivers, and supports initiatives that enhance customer experience and operational effectiveness. The ideal candidate will bring a strong understanding of service operations and call center strategy, with the ability to design and optimize end-to-end processes that deliver measurable business value.

What You’ll Do

• Plan, implement, and review operational activities and initiatives across the organization.
• Analyze key operational drivers and identify trends to recommend improvement opportunities.
• Partner with business leaders to anticipate needs and develop strategic solutions.
• Track and monitor progress of projects, action items, and operational goals.
• Support the creation of action plans focused on quality, customer service, and performance.
• Represent operations in cross-functional initiatives and external partnerships.
• Collaborate with stakeholders to ensure site-specific needs are addressed in project planning and execution.
• Own deliverables related to customer experience, project outcomes, and performance metrics (e.g., abandon rate).

Requirements

• Minimum 1 year of experience in Service Operations or Claims.
• At least 4 years in a customer service-oriented environment.
• 1 year of supervisory or QA coaching experience.
• High school diploma or equivalent required; Bachelor’s degree preferred.
• Experience in call center strategy and operational design.
• Strong communication skills to engage with multiple stakeholders.
• Ability to drive change, optimize business processes, and elevate customer experience.

Benefits

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally reknowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development