Head Of Delivery Centers

Pay PhilosophyThe typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
DescriptionHead of Delivery Center Summary:
Role will be responsible for leading our GRS Delivery Centers. This is a global role and will be responsible for North America, Dublin, and Kuala Lumpur Delivery Centers.
The GRS Delivery Centers will be hubs that support all GRS functions that require a delivery center capability to enable and unlock strategic business strategies to go to market.
This role responsible for over setting the end-to-end strategy for Delivery Centers. With a scope of management of all business segments and functions that utilize the delivery centers in GRS currently and in the future.With over 1+million transactions a yearflowing through the centers today, this role must maintain operational excellence and controls.
This role is responsible driving the organization forward by taking the strategy through to delivery. Delivering innovative capabilities that drive service delivery, direct customer and broker experience or direct internal connections with UW/Finance/Account/Claim and UA/AAs and inspiring a high-performance employee engagement culture.  

Role Details:
Working for Head of Global Operations in partnership withall segment's leaders and functions in GRS(see below Current & Future Delivery Center Work) including Global Operations LT.
Responsible for overseeing a department who collaborates with GRS regional leaders globally to define, scope and govern long-term and annual strategy. Through strategy planning, budget management, project management of complex, cross-functional projects/domains impacting significant stakeholder groups across the organization. Additionally, this role will partner with Business Agility/IT and the Data Office on implementation of key initiatives.
Leads an operation of 500+ internal and offshore resourcesto support all operational and administrative activities globally for all segments and across multiple functions the Delivery Centers. This operation spans 20+countries and languages.
Responsible for day-to-day management of all aspects of the strategic business stakeholder relationships, including but not limited to driving process standardization and integration, maintenance and continued enhancement of processes, documentation, and operational workflows.
Creates a best-in-class delivery center operation model for through managing onshore and offshore work alignment, process re-design, standardization across all systems, improving end-to-end business process flow, and enhancing utilization of offshore model.
Collaboration and working very closely with GRS Vendor Management for tight coordinating with partners.  
Collaborates cross-functionally to involve appropriate stakeholders with process re-design to streamline processes to improve operational efficiencies and productivity across the segment and globe.
Proactively partners with business segment leaders to provide consulting, solutions options, and recommendations around technology, standards, strategies, and governance.
Develops and leads Sr. Product owners, ensuring appropriate staffing levels, skillsets, and alignment to support business and technology objectives and to manage within the budget
Sets department vision and direction in coordination with Sr. Executives and motivates and manages staff to achieve results.
Governance and oversight of all major process improvements and training programs and projects related to GRS OOO and Global Operations Operating Model.   
Responsible (in conjunction with the GRS Vendor Management) for developing and creating an optimized Operational environment; identifying and implementing additional opportunities to best maximize and leverage capabilities
Manages performance onshore and offshore operations employees as it relates to service level agreements, delivery quality, audit, metric reporting and benchmarking
Develop necessary corrective action plans, as needed, related to both business requirements and vendor performance and delivery quality
Report and provide metrics, including performance against Service Level Agreements (SLA), on various aspects of vendor performance to executive leadership, business unit leaders and their respective underwriting organizations
Coordinate and/or participate in audit-related activities based on internal and external requests
Work with business stakeholders to develop and evolve the strategic sourcing program
Addresses integration opportunities and ongoing IT enhancements through direct partnership with IT and prioritization of IT roadmap. Drives execution of IT solution roll-out to all Delivery Center operations and up & downstream stakeholders across all functions.
Role will require significant amount of global travel and ability to manage outcomes and a virtual team
Balances individual customer needs and business priorities assuring alignment with the business strategies and objectives of GRS.  
Fosters internal and external business partnerships and develops relationships that promote trust and increases efficiency and effectiveness.
Drives and implements change, continuous improvement and staff development including the next line of business leaders.

QualificationsThe ideal candidate should have at least 10 years of experience in leading large scale onshore and offshore delivery centers at scale.  As well as adopting, maintaining, and reviewing internal controls related to governance, compliance, quality audits, or risk management programs.
Ability to set direction, create alignment and inspire/motivate and manage change and innovation across multiple functions and disciplines including but not limited to UW & UW Support  (multiple segments), Operations, Finance & Billing, etc. Also has deep international and cross functional and multi segment discipline experience required.
Proven success in partnering with vendor management and transitions both onshore & offshore at scale.
Experience in leading transformation by identifying the need and designing initiatives.
Track record of taking ongoing action to improve business results
Experienced in using data to drive timely decision-making
Demonstrated ability to organize work in a way that improves efficiency
Ability to oversee and monitor multiple business initiatives simultaneously

About Us**This position may have in-office requirements depending on candidate location.**

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