Operations and Vendor Manager - REMOTE

  • HGI Homesite Group Incorporated
  • Remote * (United States)
  • Feb 22, 2021
Management Telecommuting

Job Description

Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate rapidly to meet the needs of our customers and their changing expectations.One thing that's stayed the same since our founding: our commitment to our customers, partners and employees.Join us on our journey as we continue to grow into a powerful contender in the field of insurance.Compensation may vary based on the job level and your geographic work location.Compensation Minimum:Compensation Maximum:At Homesite, we aspire to make history by daring greatly to transcend customer expectations while driving unmatched profitable growth. As an Operations team member, this role will play an integral part in driving and supporting initiatives and work that uphold our organizational and operational goals. The person in this role will be accountable for two major tracks of work: Omni-Channel and Vendor Management. The Operations & Vendor Specialist is responsible for working cross-functionally within the organization to ultimately deliver and provide ongoing support for omni-channel solutions which align the digital experience across channels, along with the management of vendors that impact Operations and the Contact Center. Both tracks of work will require laser focus on providing a human-centric experience of ease for both internal and external customers, while also exemplifying expense management.Major AccountabilitiesOmni-Channel RoadmapCollaborate with stakeholders and end users across the business to understand their needs and goals and uncover omni-channel opportunities.Collaborate with and coordinate between the business and technical teams to develop feasible solutions that support end users' needs and goals and positively influence expense reduction and growth.Collaborate with project managers and product owners to identify program risks.Develop and execute on mitigation strategies and tactics.Utilize knowledge of key business metrics to proactively identify omni-channel opportunities and determine whether improvements can be achieved through process change or technology.Evaluate cost and benefits of potential or existing solutions.Research new and emerging technology and development tools to remain abreast of industry practices.Create, evaluate, and present to internal business partners and vendors business cases and recommendations for process changes and improvements as well as technology integration, and enhancements.Negotiate solutions with internal business partners and vendors.Omni-Channel Project DeliveryManage requirements gathering, attest to quality of business documentation and/or develop business requirements documentation, clearly conveying scope, workflow, and technical and business deliverables for each project.Work closely with development teams to deliver quality solutions.Create test plans for and facilitate or execute user acceptance testing.Coordinate with stakeholders to develop and implement communication plans for each project including status updates during the project and change management plans for impacted users (i.e. knowledgebase and training materials, implementation plan, etc.).Establish and maintain and/or coordinate post-production audit/monitoring plan to ensure ongoing performance of solutions.Coordinate with stakeholders to determine short and long term data and reporting needs and coordinate, manage development of, and maintain reporting solutions.Omni-Channel Production and Operational SupportProduce and distribute to stakeholders omni-channel scorecards which track performance of implemented solutions through identified key performance indicators.Serve as subject matter expert to provide support for omni-channel systems to end users and liaise between the business and IT.Provide issue triage and resolution as needed.Utilize technology and process knowledge to identify implications of technology and process changes and recommend improvements.Work with project and resource managers to ensure resource needs are defined and appropriate resources are assigned to programs.Create, update and maintain policy and procedure documentation for omni-channel management.Collaborate with others to create and maintain knowledgebase and training material.Operations Vendor ManagementStrategic approach to building and maintaining vendor relationships.Monitor and manage vendor performance regularly and during projects and address unusual changes or ongoing problems.Establish and maintain controls and audit performance regularly to ensure vendors are meeting service level agreements.Establish and measure performance of multiple vendorsCoordinate with and collaborate among the business, IT and vendor to develop feasible solutions and ensure business needs are being met.Review, negotiate, and facilitate completion of vendor contracts and pricing.Maintain repository of vendor and contract documentation.Manage the invoice approval process and coordinate with the business and Finance as needed to ensure vendors are paid timely.Continuously influence vendors to meet performance objectives to ensure profitability.Create, update and maintain policy and procedure documentation for Vendor Management.CompetenciesInteract with people inclusively by seeking different perspectives and engaging others.Lead accountability areas as an intrapreneur by driving Omni-Channel vision and purpose, maximizing value through omni-channel systems and vendor management, communicating with and influencing others, all to drive results.Approach accountability areas with a digital innovation mindset, embracing ambiguity and complexity, applying business insight, cultivating innovation and speed to market, embracing data-driven decision-making and solutions, and optimizing value with technology.Core Skills RequiredLeadership skillsExceptional communication and interpersonal skillsAbility to effectively communicate complex information across all levels of the organizationAbility to influence and collaborate with stakeholders and vendorsRegular demonstration of strategic and critical thinkingPassion for and commitment to excellence for the user and customer experienceStrong organization and time management skillsAbility to be flexible, juggle multiple projects, and pivot as needed for the businessHigh level of proficiency in software applicationsFlexible and comfortable with ambiguity; creative thinker and problem solverHighly motivated and team-orientedAbility to work well with culturally diverse populations within an organizationWhen you work at Homesite you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns at Homesite are eligible for the paid time off program. Contingent workers are not eligible for American Family Enterprise benefits.Stay connected: Join Our Enterprise Talent Community!