Senior Operations Specialist

As a Senior Operations Specialist you will be responsible for driving operational excellence through the development, implementation, and continuous refinement of business processes and standard operating procedures (SOPs) in a remote work environment. This role partners closely with cross-functional teams and stakeholders to identify inefficiencies, streamline workflows, and embed best practices that align with organizational goals. Acting as a trusted advisor and change agent, the position facilitates collaboration, manages transitions, and ensures successful adoption of process improvements and technology enhancements. This role also oversees strategic partnerships with internal and external teams, leveraging data-driven insights to optimize end-to-end operations and deliver scalable, efficient solutions. 

ABOUT YOU 
You are a strategic, detail-oriented professional with a passion for operational excellence and continuous improvement. With a strong foundation in Property and Casualty insurance and extensive experience in business process design and implementation, you excel at streamlining workflows and embedding best practices across diverse teams. You thrive in collaborative environments, building trust-based relationships with stakeholders and guiding organizations through change with clarity and empathy. Your analytical mindset and problem-solving skills enable you to identify inefficiencies, develop actionable solutions, and drive measurable results. Tech-savvy and adaptable, you leverage data insights and process methodologies to optimize operations and foster a culture of innovation and scalability.  

RESPONSIBILITIES 

1. Develop and Implement SOPs: Lead the design and implementation of standard operating procedures (SOPs) and process guidelines with a strategic lens, identifying opportunities to streamline workflows and embed best practices across teams and functions. Take ownership of documenting and refining processes, ensuring alignment with organizational goals and fostering a culture of continuous improvement. 

1. Collaborate with Stakeholders: Foster strong, trust-based relationships with key internal stakeholders in a virtual setting to deeply understand operational needs and challenges. Act as a liaison and advocate for process improvement by leveraging metrics and operational methodologies to ensure alignment across teams, monitor performance, and drive successful adoption of changes. Use influence and insight to facilitate collaboration, resolve resistance, and support a culture of continuous improvement. 

1. BPO Partnership: Drive strategic collaboration with internal and external offshore partners to optimize end-to-end workflows and enhance operational efficiency. Leverage performance metrics and data insights (time, volume, SLA) to identify systemic inefficiencies, prioritize improvement opportunities, and inform decision-making. Coordinate training support for BPO partners and quality assurance for internal UW partners for offshore tasks.  

1. Facilitate Change Management: Support and guide teams through process and workflow changes by proactively managing transitions, communicating updates clearly, and addressing concerns with empathy and insight. Leverage your understanding of operational dynamics to anticipate challenges and ensure smooth adoption of new technologies, practices, or strategic shifts. 

1. Process Expertise and Team Support: Serve as a go-to resource for process and SOP guidance, offering ongoing support and informal mentorship to team members. Proactively identify training needs, troubleshoot issues, and reinforce best practices to ensure long-term proficiency and consistency across teams. 

1. Analyze and Resolve Operational Issues: Lead efforts to investigate operational inefficiencies by conducting thorough root cause analyses and synthesizing findings into actionable recommendations. Collaborate with stakeholders to implement solutions that improve performance, reduce friction, and align with broader business goals. 

1. Foster a Culture of Operational Excellence: Champion a mindset of continuous improvement by encouraging proactive evaluation of processes and promoting scalable, effective workflows using metrics and operational methodologies.  

SKILLS & QUALIFICATIONS 

• 2+ years minimum of Property and Casualty (P&C) Insurance industry experience. 
• Minimum 5 years of experience in developing and implementing business processes, collaborating with cross-functional teams to design, document, and optimize workflows using diverse process management methodologies. 
• Bachelor’s degree in business administration, Operations Management, or other related fields, or equivalent combination of education and/or experience. 
• Process design or continuous improvement certification(s) are a plus. 
• Experience working with Information Technology (IT) teams and BPO Partnerships.
• ​​​​​​​Excellent problem solving and conflict resolution skills and the ability to identify, assess, and resolve business problems, risks and facilitate resolution and risk mitigation. 
• Ability to prioritize multiple projects, perform complex tasks, remain organized, and manage your time. 
• Strong desire to continuously learn and ask thoughtful questions to deepen understanding of business operations.  
• Ability to facilitate meetings and publicly communicate complex ideas clearly and concisely. 
• Computer savvy: Visio (or similar software) skills. Proficiency in Office 365. 

LOCATION 

• This is a remote position. 
   

COMPENSATION AND PERKS 

• $85,000 - $95,000 base salary plus bonus. Salary commensurate with knowledge, skills, experience, and geographic location. 
• ​​​​​​​Summer Fridays (Leave at 3:00PM all Fridays from Memorial Day to Labor Day). 
• Great healthcare coverage including Medical, Vision, and Dental. 
• 401k with 4% company match. Immediately 100% vested. 
• Life, disability and supplemental insurance. 
• Growth and development opportunities. 
• Wellness Benefits including an Employee Assistance Program and Telemedicine 
• Work/Life Balance with generous time off policy including PTO and paid holidays, Dependent Daycare flexible spending account, paid parental leave, a commuter account, and a sabbatical every 7 years. 

CORE VALUES 

Our Core Values define our business. At Distinguished Programs you will achieve goals focused in the best interest of our customer. INTEGRITY plays a crucial role in the way Distinguished does business. INNOVATION enables us to remain an industry trendsetter. You will be involved in projects that advance our products, processes, and people! You will collaborate with leaders in the organization and build RELATIONSHIPS with your colleagues, carriers and customers. Capitalize on your interests and strengths to drive an enrichment focused path allowing your determination to launch your career in an industry of endless opportunities. Bring your passion to the work you do, the people you impact and the success we ACHIEVE together. Acceptance and appreciation for diversity and inclusion are at our core.