• Divisional AVP, Operational Transformation

    Location US-OH-Cincinnati
    Posted Date 3 months ago(4/29/2019 12:24 PM)
    Job ID
    # Positions
    Position Type
    Full Time
    Travel Percentage
    Up to 20%
  • Overview

    Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group’s member companies are subsidiaries of American Financial Group, a Fortune 500 company. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow.


    Great American Insurance Group is seeking a Leader, Operational Transformation to join the Innovation team. This person will help secure a winning future for Great American by working to transform key workflows (e.g. FNOL, policy change) to reduce costs and improve customer and agent satisfaction while preparing operations for the future. The Leader will work closely with a variety business units and functional areas to combine digital technologies and operational capabilities in an integrated, well-sequenced way to achieve step-change improvements in customer satisfaction and cost savings. This person is passionate about insurance operations and digital experiences.


    This person will have in-depth insurance expertise, and will coordinate digital experience and operational improvements across the organization. The Leader will analyze current state business processes, identify areas of high expense and project benefits where transforming processes can deliver long-term cost advantages. This person will assess common agent / customer interaction points with Great American and cross-reference against areas of high expense. The AVP will be a leader that builds consensus across the organization and will collaborate extensively with Great American’s business units and Information Technology teams, supporting their efforts and leveraging their expertise. This role will report to the VP, Innovation Strategy.


    • Conducts studies across the enterprise to establish a blueprint to hit financial targets while future-proofing key operations
    • Breaks down divisional siloes and take a segment or even enterprise level view of the work
    • Develops the plan with a series of what, by who, by when steps that link to company targets
    • Sponsors and leads transformation efforts across the enterprise
    • Attacks common workflows (e.g. FNOL, policy change) where impact can be compounded
    • Coordinates various groups and functions across the enterprise to execute the change
    • Drives change management efforts
    • Responsible for process and governance for operational transformation
    • Coordinates with divisions, accelerating the building of reusable agent / customer digital, self-serve components (e.g. claim status, proof of insurance) where expenses can be reduced
    • Leads VoC / VoA research efforts when necessary ensuring user-centric design


    • Knowledgeable – Must have insurance experience as well as technology experience.  Change management experience is helpful
    • Results driven - eager to see output of your work being used and making a difference
    • Accountable and independent - able to succeed in a corporate start-up environment
    • Intellectually curious – always seeking ways to improve work product and your own performance
    • Collaborative - able to work closely together with colleagues to identify opportunities and to develop solutions
    • Presence - comfortable presenting to senior management
    • Organized - able to prioritize and easily switch between projects
    • Clear – departmental mission and team goals are clearly communicated
    • Proven - able to inspire and engage, build talent and foster collaboration in a large company


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