AVP, Business Optimization - Glastonbury, CT or Remote

· Lead business optimization across TII Operations, including workforce management, vendor management, and enterprise project/program execution. · Drive scalable operational capabilities that support business growth, customer satisfaction, service delivery, and cost efficiency. · Lead cross-functional initiatives that improve service quality, operational efficiency, customer outcomes, and overall organizational effectiveness. · Establish governance frameworks, KPIs, scorecards, and reporting processes to monitor performance and support decision-making. · Develop and present operational performance reporting, business insights, and executive updates to senior leadership. · Support budgeting, financial management, ROI analysis, and expense optimization efforts across operational functions. · Serve as a key escalation point for operational, service, and vendor-related issues. · Build, lead, and develop high-performing teams, including workforce management resources and other operational support staff. · Develop and maintain short- and long-term workforce forecasts across contact center and claims operations. · Analyze business trends such as volume, seasonality, productivity, handle time, shrinkage, absenteeism, and growth to inform staffing and capacity strategies. · Build and manage staffing and capacity models that support service levels, response times, claims processing targets, and operational SLAs. · Oversee workforce planning and execution, including scheduling, PTO and holiday coverage, contingency staffing, peak-demand readiness, schedule adherence, intraday management, and resource allocation. · Create and maintain workforce dashboards and operational analytics to identify trends, improve forecast accuracy, and optimize staffing efficiency and resource utilization. · Ensure data integrity across workforce planning, scheduling, forecasting, and reporting systems. · Lead third-party vendor management across claims, assistance, contact center, and other operational support functions. · Design and continuously improve the vendor management lifecycle, including onboarding, governance, performance monitoring, renewals, risk assessment, and offboarding. · Establish and maintain consistent vendor governance practices, including business reviews, standardized oversight routines, and stakeholder guidance. · Monitor vendor performance against contracts, SLAs, KPIs, and operational expectations, and lead corrective actions and service improvement initiatives w

· Bachelor’s degree or equivalent experience is required. · 10+ years of experience in operations, workforce management, vendor management, PMO/project leadership, contact center operations, or related leadership roles is required. · 4+ years of people leadership experience. · Experience leading workforce forecasting, staffing, capacity planning, scheduling, and operational reporting programs is required. · Experience managing third-party vendor relationships, supplier performance, contract governance, and risk oversight is required. · Experience leading strategic initiatives, enterprise projects, or PMO-related functions is required. · Experience with workforce management systems, reporting platforms, business intelligence tools, Salesforce, and Microsoft Office Suite, including advanced Excel capabilities. Insurance industry, Travel insurance or other regulated industry experience is preferred. What C&F will bring to you • Competitive compensation package • Generous 401K employer match • Employee Stock Purchase plan with employer matching • Generous Paid Time Off • Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing • A core C&F tenet is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path • A dynamic, ambitious, fun and exciting work environment • We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

Crum & Forster Company Overview Crum & Forster (C&F) provides market leading property & casualty, accident & health, specialty and standard commercial lines insurance solutions. A true underwriting company, we have a 200-year history of helping our customers manage risk with laser-focused expertise, integrity and discipline. Our people are empowered to make decisions and problem-solve with you smartly and swiftly. Our annual gross written premium is 6.2 billion. C&F enjoys a financial strength rating of "A+" (Superior) by AM Best. Our most valuable asset is our people. We have 3000 employees, and locations throughout the United States and India. With our employee-first focus, the Company is consistently recognized as a great place to work, earning multiple workplace and wellness awards, including the Great Place to Work® Award, Fortune 100 Best Companies to Work For, Fortune Best Workplaces for Parents, Fortune Best Workplaces for Millennials, and many others. C&F is part of Fairfax Financial Holdings. For more information about C&F, please visit our website: www.cfins.com Travel Insured International, a Crum & Forster company, is hiring for an AVP, Business Optimization, on our Operations Leadership team. Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers. Job Description In this newly created role, the AVP, Business Optimization will provide leadership for workforce management, vendor governance, and operational transformation across TII's Claims and Contact Center operations. The AVP, Business Optimization, will partner closely with the Operations Leadership team, Claims, Service, Sales, Finance, Human Resources & Training, Compliance, IT, Legal, and external partners to optimize service delivery, strengthen governance, improve efficiency, and execute strategic transformation initiatives. This leadership role will bring deep experience in operational leadership, workforce planning, vendor oversight, performance management, and cross-functional execution. This leader will use data-driven decision-making, disciplined governance, and strong people leadership to improve operational results, cost efficiency, and organizational effectiveness. This role manages others and reports to the VP, Operations. What you will do: · Lead business optimization across TII Operations, including workforce management, vendor management, and enterprise project/program execution. · Drive scalable operational capabilities that support business growth, customer satisfaction, service delivery, and cost efficiency. · Lead cross-functional initiatives that improve service quality, operational efficiency, customer outcomes, and overall organizational effectiveness. · Establish governance frameworks, KPIs, scorecards, and reporting processes to monitor performance and support decision-making. · Develop and present operational performance reporting, business insights, and executive updates to senior leadership. · Support budgeting, financial management, ROI analysis, and expense optimization efforts across operational functions. · Serve as a key escalation point for operational, service, and vendor-related issues. · Build, lead, and develop high-performing teams, including workforce management resources and other operational support staff. · Develop and maintain short- and long-term workforce forecasts across contact center and claims operations. · Analyze business trends such as volume, seasonality, productivity, handle time, shrinkage, absenteeism, and growth to inform staffing and capacity strategies. · Build and manage staffing and capacity models that support service levels, response times, claims processing targets, and operational SLAs. · Oversee workforce planning and execution, including scheduling, PTO and holiday coverage, contingency staffing, peak-demand readiness, schedule adherence, intraday management, and resource allocation. · Create and maintain workforce dashboards and operational analytics to identify trends, improve forecast accuracy, and optimize staffing efficiency and resource utilization. · Ensure data integrity across workforce planning, scheduling, forecasting, and reporting systems. · Lead third-party vendor management across claims, assistance, contact center, and other operational support functions. · Design and continuously improve the vendor management lifecycle, including onboarding, governance, performance monitoring, renewals, risk assessment, and offboarding. · Establish and maintain consistent vendor governance practices, including business reviews, standardized oversight routines, and stakeholder guidance. · Monitor vendor performance against contracts, SLAs, KPIs, and operational expectations, and lead corrective actions and service improvement initiatives where needed. · Lead or support RFPs, renewals, strategic partner evaluations, contract reviews, and related supplier decisions. · Partner with sourcing, compliance, legal, and vendor risk teams to ensure effective third-party oversight, risk mitigation, and audit readiness. · Leverage external partner capabilities, tools, and technologies to improve efficiency and customer outcomes. · Lead enterprise project and program governance in support of strategic operational priorities and transformation efforts. · Oversee a portfolio of initiatives to ensure strong prioritization, execution, risk management, stakeholder alignment, and measurable outcomes. · Provide executive reporting on project progress, dependencies, risks, outcomes, and implementation readiness.