Insurance Service Operations Execution Analyst II

Capgemini is on the lookout for a dynamic and detail-oriented Insurance Contact Center Service Operations Excellence Analyst/Project Manager to join our team supporting a top 10 US Insurance Carrier.

This role will be critical in enhancing operational effectiveness and improving service delivery in the contact center environment. You will manage projects that focus on implementing best practices, optimizing processes, and ensuring a seamless customer experience. Through collaboration with cross-functional teams, you will identify areas for improvement based on performance analytics and customer feedback, driving project initiatives from conception to completion.

Our Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

The primary skill set needed is in Contact Center and Service Operations Execution with a large organization. US-based P&C Insurance Service Operations is a significant plus but not required.

Location: Pune, India, Bogotá, Colombia

Job Summary

The Insurance Contact Center Service Operations Excellence Team plays a pivotal role in executing and managing complex, core operational initiatives within Service Operations. The team focuses on process improvement, solution design, and delivering business analytics to uncover and implement solutions that enhance organizational efficiency and customer experience.

The  Service Operations Execution Analyst/Project Manager ("Service Operations Execution Analyst II")  is responsible for conducting data analysis and root cause evaluations, using these insights to make data-driven recommendations for process improvements. They are involved in building communication and change management plans for employee groups, analyzing the impact of operational changes on contact center staffing, and developing cost-benefit analyses. Strong written and verbal communication skills, along with the ability to tell a compelling story with data, are key to the role.

This role requires proficiency in Office 365 Suite (Excel, PowerPoint, Power BI, Power Apps) and contact center analysis, as well as project and change management experience. Preferred qualifications include experience in FTE impact sizing, cost-benefit analysis, and knowledge of tools such as Salesforce, Quickbase, Clarabridge, Speech Analytics, Guidewire Policy Center, and Duck Creek.

The Service Operations Execution Analyst II works both independently and collaboratively, ensuring that projects are executed efficiently while aligning with business objectives. An Organizational Change Management certification is preferred, highlighting the role's focus on managing transformation and continuous improvement within contact center operations

Essentially, the Service Operations Execution Analyst II plays a key role in leading the execution and change management of strategic service excellence and operational initiatives within Service Operations. They take ownership of projects, collaborating with cross-functional teams and key stakeholders across the organization to implement business solutions that impact employees, customers, and agents, all in alignment with the enterprise strategy. The role involves leading large cross-functional teams, providing business analytics, and delivering problem resolution alternatives to improve service, efficiency, and quality. This person drives process improvements based on root-cause analysis and ensures the successful delivery of key initiatives that result in improvement of Service Operations OKRs.

Job Functions

The Service Operations Execution Analyst II a critical role in driving and executing strategic and operational initiatives within the Client's contact center and service operations. This role involves taking ownership of small to medium complexity projects that directly impact service center employee performance, customer satisfaction, and agent interactions, all while aligning with the broader enterprise strategy.

The Service Operations Execution Analyst II is responsible for leading and facilitating cross-functional teams in the execution of business solutions, ensuring alignment with the organization's objectives. By collaborating with stakeholders from various departments such as Digital, Product, IT, and Underwriting, the Lead Analyst ensures the smooth implementation of initiatives that drive operational excellence. This role includes identifying, analyzing, and developing business solutions, with a focus on improving service quality, operational efficiency, and overall customer experience.

Key responsibilities of this position include performing business analytics, conducting root cause analysis, and presenting data-driven recommendations for improving service operations. The Lead Analyst must demonstrate strong data analysis skills to create compelling narratives from data, defend hypotheses, and offer solutions that address the company's strategic goals. This role also requires expertise in contact center automation, digital transformation, and the application of AI to enhance customer interactions and streamline processes.

In addition to the analytical and project management aspects of the role, the Lead Analyst is also responsible for leading the change management process. This includes conducting impact analysis, assessing organizational readiness for change, and identifying key stakeholders to ensure a smooth transition during the implementation of new processes or technologies. By partnering closely with leadership and executives across the enterprise, the Lead Analyst ensures that all stakeholders are informed and engaged, supporting the successful execution of initiatives.

As a project manager for high-level, small-medium complexity operations projects, this individual must manage timelines, resources, and deliverables while monitoring key performance indicators (KPIs) to track the success of each initiative. The Service Operations Execution Analyst II must be adept at handling both the tactical execution of projects and the strategic oversight required to align outcomes with the organization's long-term goals.

Essentially, the Service Operations Execution Analyst II must demonstrate the following traits abilities:

• Completes data and root cause analysis to make data driven recommendations to improve processes.
• Build Communication change plans for large and small employee groups
• Vet and size the impact of headwinds and tailwinds (resulting from seasonal, regulatory, technology and business decisions) will have on a contact center staffing
• Build cost benefit analysis
• Strong written and verbal communication skills
• Ability to tell a story with data
• Works independently and in group settings (as needed)

This role is essential for driving operational excellence within the insurance contact center environment, ensuring alignment with enterprise goals, and delivering continuous improvement opportunities that elevate the overall customer and agent experience.

Requirements

Key Responsibilities-related Traits and Abilities:

•  Lead the execution and change management of small to medium complexity strategic initiatives, supporting people, processes, tools, and technology across the service operations domain.
  • Collaborate with cross-functional teams to implement business solutions that enhance employee performance, customer satisfaction, and agent interactions, aligning with the broader enterprise strategy.
  • Conduct detailed root cause analysis on key performance metrics and operational data, recommending improvement opportunities to optimize service operations.
  • Facilitate the delivery of business analytics and problem resolution alternatives aimed at improving service quality and operational efficiency.
  • Oversee the development and presentation of business cases and data-driven solutions, ensuring insights are actionable and support strategic decision-making.
  • Lead cross-functional teams in the implementation of technology solutions and process improvements, partnering closely with key stakeholders such as IT, Digital, Product, and Underwriting teams.
  • Manage change management activities, including impact assessments, stakeholder identification, and communication planning to ensure smooth transitions during large-scale projects.
  • Escalate and resolve issues that impact internal operations or external customers, ensuring timely and effective solutions.
  • Mentor and guide junior team members, providing insights and best practices for operational excellence and project management.

Experience Requirements:

• Minimum of 5+ years in contact center operations, service operations, or related fields, with demonstrated experience in leading large-scale transformation initiatives.
  • Proven ability to conduct root cause analysis, develop actionable insights, and recommend improvements for key operational metrics.
  • Strong data analysis skills, with experience in storytelling using data and facts, creating and defending hypotheses, and making informed recommendations.
  • Excellent communication and presentation skills, with the ability to interact effectively with senior leadership and cross-functional teams.
  • Experience with automation, AI, and digital transformation within contact centers is a plus.

Working Hours:

• Training/Onboarding:
  • 2 weeks during US business hours
• Team Meetings:
  • Regularly scheduled bi-weekly meetings with project teams.
• 1:1 Meetings:
  • Monthly check-ins with team members and key stakeholders.

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development
10. Performance Bonus

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/

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