ISC (Integrated Specialty Coverages, LLC)

Operations

• Develop, sustain, and deepen relationships with critical BPO vendors, ensuring strategic alignment with ISC's business goals, service expectations, and compliance standards.
• Lead vendor onboarding and offboarding processes, including transition planning, knowledge transfer, and contractual closeout.
• Maintain a vendor performance scorecard and drive quarterly business reviews (QBRs) with senior vendor leadership.
• Serve as a key process owner within the BX team — mapping, assessing, and recommending whether workflows should be digitized, automated, outsourced, or retained in-house.
• Apply Six Sigma methodology (Green Belt required; Black Belt strongly preferred) to identify defects, reduce variation, and drive measurable process improvements across BPO-delivered functions.
• Lead and facilitate process improvement projects with quantifiable ROI; document outcomes and present findings to senior leadership.
• Partner with BPO operational teams to ensure consistent adoption of optimized workflows and standard operating procedures.
• Own monthly BPO performance reviews — monitor KPIs, SLAs, quality scores, productivity metrics, and CX outcomes; identify trends and surface improvement opportunities.
• Conduct QA audits of time studies and staffing models to validate that headcount and capacity plans align with projected work volumes and required KPI attainment.
• Leverage ticketing and workflow platforms (e.g., Zendesk, ServiceNow, Salesforce Service Cloud) to extract performance data, track escalations, and measure resolution trends.
• Prepare and present executive-level performance dashboards and reporting packages to BX leadership and ISC senior management.
• Identify, assess, and mitigate vendor-related operational, financial, and regulatory risks proactively.
• Ensure all BPO partners adhere to applicable P&C insurance regulatory requirements, data security standards, and ISC compliance policies.
• Maintain vendor risk registers and drive remediation of identified gaps; report status to Compliance and Legal stakeholders.
• Support business continuity planning by assessing vendor resilience and maintaining documented contingency protocols.
• Serve as the primary ISC escalation point for BPO-originated issues — triage, coordinate resolution, and communicate outcomes to impacted stakeholders.
• Define and maintain clear escalation paths and RACI frameworks; ensure BPO day-to-day management teams are equipped to resolve issues at the lowest effective level.
• Deliver structured, actionable feedback to vendor partners to drive root cause elimination and prevent recurrence.
• Partner with Finance on vendor cost modeling, budget planning, and price analysis.
• Collaborate with Legal and Compliance to review, negotiate, and renew vendor agreements.
• Act as a bridge between BX operational teams and BPO partners, translating business requirements into vendor performance expectations.
• Contribute to the BX roadmap by identifying where BPO capacity can scale, contract, or pivot in response to ISC's strategic priorities.

Senior Manager, Operations

Customer Support

• Player-coach for insurance, applying deep insurance knowledge to your own work and your coaching of Specialists
• Carry a personal ticket load to stay current on workflows, system changes, and customer pain points
• Coach 4–6 Specialists using AI QA outputs — review flagged interactions, deliver weekly 1:1 feedback, and document coaching plans
• Own real-time queue and WFM adherence for the shift: monitor service levels, redirect staffing, and manage intraday escalations
• Handle escalations and de-escalations that exceed Specialist authority
• Run team huddles, deliver process and product updates, and reinforce compliance and quality standards
• Partner with Manager on performance improvement plans
• Identify training gaps and partner with Manager and Training on implementation and reinforcement
• Support hiring — interview candidates and onboard new hires within the team

Customer Experience Supervisor

Sales

• Identify key independent agents that can utilize products offered by ISC to assist their customers.
• Train new agents and new agency employees on ISC products and processes.
• Meet with agents and their staff in their offices on a regular basis.
• Add additional agencies to your territory that can drive growth.
• Drive new and renewal production from your assigned agencies.
• Partner with marketing, sales, and product development teams to implement business development initiatives.
• Assist in the roll-out of new programs.
• Maintain producer marketing database (Salesforce).
• Facilitate product webinars and website demonstrations.
• Participate in various industry trade shows designed to drive additional business.
• Travel up to 60% of the year.

ISC (Integrated Specialty Coverages, LLC)

Senior Manager, Operations

Customer Experience Supervisor

Regional Sales Manager

Regional Sales Manager