Note: The job is a remote job and is open to candidates in USA. Arch Insurance Group Inc. is committed to promoting progress and inspiring clients through innovative solutions. The VP, Operations Service Management (OSM) will build and lead the enterprise capability to manage and improve service performance across Underwriting Operations, IT, and business functions, ensuring accountability and continuous improvement.
Responsibilities
- Establish the Service Management Operating Model (OWNERSHIP)
- Define and implement: Enterprise service taxonomy and ownership model, Issue classification, severity, and prioritization standards, Intake, triage, and escalation workflows
- Establish clear boundaries of in-scope services
- Standardize how service issues are captured, routed, and managed
- Drive Service Performance & Accountability (ACCOUNTABILITY)
- Own enterprise service performance outcomes, including: SLA attainment, Time-to-resolution, Reduction in repeat incidents
- Establish and manage SLAs and KPIs across services
- Hold functional leaders accountable through governance and transparency
- Lead priority-setting and trade-off decisions across competing demands
- Lead Service Issue Resolution & Root Cause Discipline (EXECUTION CONTROL)
- Own enterprise service issue governance (triage forums, service reviews)
- Ensure issues are: Clearly defined and prioritized, Assigned with explicit ownership, Resolved within expected timelines
- Enforce root cause analysis (RCA) discipline
- Drive closed-loop resolution to eliminate recurring issues
- Build and Scale the Service Performance Function (TEAM MODEL)
- Stand up a lean, central OSM function focused on: Governance and orchestration, Performance reporting and analytics, Workflow and data instrumentation
- Leverage embedded resources across UW Ops, IT, and Business
- Partner with IT to enable tooling, automation, and visibility
- Orchestrate Cross-Functional Execution (INFLUENCE + AUTHORITY)
- Act as the integration layer across Operations, IT, and Business
- Align stakeholders on: Backlog prioritization and sequencing, Escalation and resolution paths, Trade-offs between delivery, stabilization, and performance
- Escalate and resolve cross-functional conflicts impacting service performance
- Establish Governance & Decision-Making Rhythm (OPERATING MECHANISM)
- Implement and lead: Operational triage forums (decision-focused), Weekly service performance reviews, Monthly executive health reviews
- Ensure governance forums drive decisions, actions, and accountability—not just reporting
- Drive Execution Discipline & Behavior Change (CHANGE LEADERSHIP)
- Establish consistent standards for: Communication, Prioritization, Ownership and follow-through
- Reinforce a culture of: Accountability, Transparency, Continuous improvement
- Drive adoption of service management practices across UW Ops, IT, and Business
- Enterprise Leadership & Deputy Scope
- Act as a strategic partner to the Head of UW Operations on: Operating model evolution, Performance priorities, Execution planning
- Provide leadership coverage in defined forums, including: Operating reviews, Escalation decision-making, Cross-functional initiatives
- Lead enterprise initiatives beyond OSM that improve end-to-end UW Operations performance
- Serve as a senior escalation authority for complex, cross-functional service issues
- Support development and execution of the future-state UW Operations operating model
Skills
- 10–15+ years in operations, service management, or operational excellence
- Proven experience driving enterprise-level performance improvement across Ops + IT + Business environments
- Demonstrated success in SLA/KPI design and performance management
- Demonstrated success in incident/service management
- Demonstrated success in root cause analysis and structural improvement
- Demonstrated success in operating model design and implementation
- Enterprise prioritization & trade-off management — able to balance competing demands and drive clear decisions
- Cross-functional leadership — influences and aligns senior stakeholders without direct authority
- Operating model design — builds scalable governance, accountability, and performance systems
- Conflict resolution — navigates tension across UW, IT, and Ops to drive outcomes
- Data-driven decision making — uses metrics to drive accountability and performance outcomes
- Drives accountability in complex, matrixed environments
- Operates at both strategic and execution levels
- Builds structure and discipline without unnecessary bureaucracy
- Bias toward action, speed, and measurable outcomes
- Comfortable operating with enterprise-level visibility and influence
Benefits
- Comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage
- A competitive 401k with generous matching
- PTO beginning at 20 days per year
- Up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer
- Basic Life and AD&D Insurance as well as Short and Long-Term Disability
- Paid Parental Leave of up to 10 weeks
- Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care
Company Overview
Company H1B Sponsorship