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Boston, MA, US

Head of Operational Excellence

About iptiQ


iptiQ is a risk tech start-up within Swiss Re Group. Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime.

iptiQ provides digital, bespoke and transparent L&H and P&C protection products in a B2B2C manner. Founded in 2014, we're transforming the way consumers buy insurance with a unique digital insurance engine which incorporates the latest technology with world-class underwriting capabilities. We build strong partnerships to sell insurance via trusted brands.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. iptiQ embraces a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work.



About the Role:


The Head of Operational Excellence reports directly to the Chief Operating Officer of iptiQ Americas and provides day-to-day leadership on several key initiatives aimed at delivering exceptional customer experiences.  This individual liaises with internal stakeholders, conducts analysis, initiates process improvements, manages and tracks progress against key objectives and leads operational committees as necessary.   This also includes contributing to, and leading, business initiatives in close collaboration with other functions.

This will be an exciting role for anyone who enjoys a dynamic and challenging working environment.


You will be responsible for supporting the operations team in delivering:


  • Support the development and implementation of continuous service excellence initiatives
  • Participate and contribute to analysing and implementing process improvement initiatives and process re-engineering opportunities.
  • Leveraging data and insights to optimize core operating processes
  • Complaint management and oversight, including development of key metrics, guidelines, analytics, insights, and dashboards
  • Lead the creation of operational quality metrics/dashboards
  • Lead and facilitate complaint related operating committees
  • Continuous improvement of customer feedback through NPS mgmt.
  • Collaborate with key stakeholders in the management and analysis of operational KPI's
  • Provide insights on customer experience and KPI's based on industry benchmarks
  • Provide analysis of operational control environment with continued testing and oversight
  • Develop a cadence to capture and manage operational guidelines and procedures
  • Develop, continuously review, and initiate efforts to optimize end to end customer Experience


About the Team:


Our mission is to reduce the protection gap by simplifying life insurance and making it more accessible to people. Our motto is to provide "protection solutions as they should be". This means delivering solutions consumers feel good about buying and we feel good about selling.


As Head of Operational Excellence, you have a unique opportunity to join the team of a relatively new international business unit within a global company. You will be a leader of a diverse and driven team committed to thrive and succeed in the task of making this business unit a success within the life insurance market. 

This role can be either at a SVP or VP level, depending on candidate's experience.


About You:

  • An experienced leader with at least 7 years senior leadership experience.
  • You have gained experience in Primary insurance and technology.
  • You are a strategic thinker, and approach topics in an analytical and structured way.
  • You have a strong entrepreneurial spirit and commercial acumen.
  • Strong communication skills, including the ability to articulate key points and outline a strategic framework.
  • Experience in the evaluation, analysis, and optimization of operational processes.
  • You are detail oriented and have operational experience in Life Insurance.
  • A university graduate in Business or similar with at least 10 years of professional experience.
  • You are experienced with strong skills in Microsoft PowerPoint, Excel and Teams.


Swiss Re is an equal opportunity employer. It is our practice to recruit, hire and promote without regard to race, religion, color, national origin, sex, disability, age, pregnancy, sexual orientations, marital status, military status, or any other characteristic protected by law. Decisions on employment are solely based on an individual's qualifications for the position being filled.

During the recruitment process, reasonable accommodations for disabilities are available upon request. If contacted for an interview, please inform the Recruiter/HR Professional of the accommodation needed.


Reference Code: 109603 

Nearest Major Market: Boston

Job Segment: Underwriter, Business Process, HR, Insurance, Management, Human Resources