FBS Insurance Service Operations Execution Analyst II

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.

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.

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 : São Paulo, Brazil

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 :

Experience Requirements :

Working Hours :

Benefits

Competitive compensation and benefits package :

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.

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