Business Process Outsourcing Manager

Employee Type:  Full-Time

Hartford, CT, US

Job Type:  Administrative
Secondary Location:  Remote
Years of Experience: 

RT Specialty, a division of Ryan Specialty Group is looking for a Business Process Outsourcing Manager to join our Hartford, CT office. We are a fast paced, energetic and rapidly growing organization that offers a great opportunity for someone interested in further developing their career. (This position can be based remotely)

Position Summary:

The Manager, Business Process Outsourcing is responsible for planning, oversight, and staffing model development of the RT binding practice internal and external support teams.  This role demands a commitment to process and service to ensure these teams are performing in a best-in-class manner to achieve our service level agreements. 

Essential Functions:
  • In collaboration with the Director of Binding Policy Services and Director of Binding Underwriting services, monitor day-to-day task volumes and productivity of internal staff and business processing outsource partners 
  • Lead the identification and review of operations production to leverage automation and tools that support scalable yet lean operations
  • Ensure the appropriate documentation, implementation and communication of established policy, procedures and operating standards is complete
  • Regularly monitor and evaluate activities to identify potential risks and issues of non-compliance
  • Create value and capacity leveraging outsourcing, process optimization and automation
  • Partner with stakeholders to identify and communicate key strategies, initiatives, opportunities, metrics and goals that effectively drive  and improve business performance and implement initiatives to address issues
  • Set relevant and meaningful SLA goals for each outsourced task
  • Actively manage outsourcing partners to meet and exceed SLAs, provide feedback and develop efficiency opportunities
  • Transition new tasks and work types to partners
  • Act as a primary point of contact with business partners for changes, issues, and communication related to outsourced tasks
  • Coordinate with business partners to deliver operational efficiencies and solutions throughout business processes
  • Ensure adequate quality controls and perform root cause analysis where quality issues occur
  • Prepare process maps, channels for exception routing, query resolution and business feedback
  • Create reporting and monitoring tools for services provided to measure against SLA’s to ensure employee productivity
  • Support Operations leaders in monitoring and management of day to day processes, and lead remediation efforts for ad hoc interruptions to target service levels
  • Champion strategies that focus on seamless and inclusive customer experience as measured by various NPS scores
  • Partner with operations/analytics to identify data-driven areas of opportunity and own execution of strategies to deliver on identified key areas
  • BS/BA degree or equivalent combination of education and experience
  • 5-10 years of industry experience 
  • Process design and workflow development
  • Excellent organizational, documentation, and communication skills
  • Personnel management and development
  • Understanding of wholesale/MGA insurance operations
  • Strong analytical and communication skills
  • Ability to work in a fast-paced environment
  • Ability to work in a highly automated, paperless environment, including specialized software packages.
Ryan Specialty Group is an Equal Opportunity Employer

Nearest Major Market: Hartford