AVP Operations Technology

Overview

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group
1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Group 1001 is embarking on a multi-year journey to transform its business operations to support the firm’s vision of becoming a next-generation dominant financial services company. Its mission is to provide an exceptional client journey that aligns with our brand and values, establishes human connection, and exceeds client expectations by delivering timely, personalized solutions while leveraging modern technology.

The AVP of Ops Technology will report to the Vice President, Next-Gen Operations and oversee the operations technology team covering two of Group 1001’s established franchises:
Delaware Life Insurance Company (DLIC) and Gainbridge Life Insurance Company (GLIC). This dedicated team will play a fundamental role tasked with identifying, assessing, and partnering with the IT organization to implement various forms of technology to transform and enhance our operations center. This team’s mandate will be focused on deploying technology to achieve the following results:

• Driving scalability (reduction in the future number of people needed to service new business, inforce, and the contact center)
• Increasing efficiency (increasing productivity of the current workforce)
• Enhancing the client experience (focusing people efforts on the key moments of the client journey while leveraging technology at the non-client facing interactions)

This individual will lead a team that includes the following functions: (i) an existing sales technology team responsible for annuity order entry platforms and electronic data interchanges (i.e. DTCC, APIs) and (ii) build a technology product team overseeing an expanding universe of technology-focused tools designed to meet the operations team’s objectives. Specifically, this team will consist of product owners overseeing such tools as workflow technology, communication technology (i.e. voice, chat, SMS), APIs, data, AI, and other advanced technologies.

As technology’s role in our operations center continues to expand, it will be expected this team’s oversight of those tools will expand with it. You will hold responsibility for:

• Scouting for novel technology solutions for operations
• Assessing the impact of current and future technology solutions on operations (scalability, efficiency, and client experience)
• Measuring the efficacy of deployed technology solutions using quantitative metrics linking them to our OKR’s
• Training operations personnel on proper utilization of advanced technology solutions
• Creation of a feedback loop once the solutions are deployed to end users for continuous improvement
• Partnering with stakeholders to define business value, create use cases utilizing technology, and leverage operational data and analytics
• Identifying, recommending, and implementing new technologies to improve and streamline administrative processes, use of resources and deliver an exceptional, differentiated client experience
• Coordinating with multiple stakeholders across the organization to ensure alignment of departmental decisions and project plans with the organization’s goals
• Maintaining understanding of emerging technologies and trends in operations management

• Bachelor’s or Graduate Degree
• 10+ years of leading, managing and running technology focused teams at financial services companies
• Experience leading projects across multiple cross functional teams
• Experience with insurance products and distribution channels within the marketplace
• Experience with Agile program management
• Experience working with insurance operations functions such as call centers, workflow technologies, and administrative platforms

• Ability…