Zurich NA Head of Operations Management - Business Change and IT in Schaumburg, Illinois

Job Summary

Lead the application, development, maintenance and improvement of delivery operations for a portfolio of business applications to deliver IT service improvement to the business.

High Level Influencer Internally Focused - The job’s core deliverables rely on influencing or negotiating with a broad range of internal clients, specifically executives and/or senior management. Expectation of the need to employ specialized techniques and substantial experience. Relationships typically involve persuading or countering opposition.

Job Accountabilities

Key Accountabilities

  • Manage the Application Development and Maintenance delivery of respective applications according to Service Level Agreements and address gaps with the business
  • Report Application Development and Maintenance related performance to the business taking action where necessary to address performance issues
  • Ensure compliance with IT service management governance, standards and polices (the organization's Risk Policies, Blue Book and others as appropriate)
  • Manage engagement and representation of Group Application Development and Maintenance (GADM) in major incident management and problem management
  • Co-ordinate Group Application Development and Maintenance communications to the business (e.g. Incident alerts, change freezes etc.)
  • Maintain a business-oriented IT service catalogue for the applications, including links to business processes, service levels and request management for IT services
  • Monitor critical application governance and report on service level performance, generating improvement actions where necessary
  • Ensure that every critical application has a technology roadmap, to maintain related hardware and software and reduce operational risk from out-of-support infrastructure in collaboration with architecture and ITI
  • Manage customer satisfaction and service improvement programs, as well as escalation and complaint management
  • Approve operational readiness for projects and releases
  • Contribute to the definition of new vendor services in close collaboration with Sourcing Management
  • Ensure supplier plans align with and support IT planning
  • Work with the business to ensure that the disaster recovery capability meets business requirements, including planning, performance of testing, communication and restoration of services in response to a major outage or disaster, as well as setting up IT services at Disaster Recovery sites in coordination with the business
  • Work with IT Finance to deliver service fee allocations, processes and metrics
  • Ensure compliance with appropriate internal control and regulatory requirements for both internal and external suppliers, and provides assistance and support for audits, where applicable
  • Successful deployment of application service related change programs
  • Business Travel, as required

Additional Job Functions

  • Monitor the quality of IT Application Development and Maintenance output and performance, including the number of service-affecting incidents

Business Accountabilities

  • Lead a diverse functional team in IT, setting objectives, reviewing performance and participating in selection/promotion decisions to ensure that staff have the necessary skills and understanding to deliver the team's objectives
  • Establish financial Key Performance Indicators and budgets for work unit and (where appropriate) external suppliers, in order to optimize business performance in line with set objectives
  • Develop, propose and, where appropriate, lead the implementation of IT initiatives to improve processes, develop policies and generate innovation to maintain regulatory compliance and/or deliver process or product enhancements
  • Partner with key stakeholders (e.g. IT management, compliance, audit, and business leaders) to assess the risks associated with proposed policies, regulatory change or other external factors (e.g. environmental, political, economic), and give strategic guidance to input into governance processes and standards
  • Analyze and review complex data from multiple internal and external sources to make authoritative technical/professional recommendations in order to improve business performance in the medium and longer term
  • Contribute to wider IT strategy, adapt and implement this strategy in own area of responsibility, develop processes and review policies relevant to functional/business discipline in order to ensure they are in line with strategic business objectives
  • Complete an in depth diagnosis of customer needs, issues and business drivers and recommend process and system improvements to enhance customer service
  • Lead the design and development of new technical IT solutions to ensure the business is able to deliver effectively
  • Build Disaster Recovery & Business Continuity plans, ensuring alignment across own IT area, the wider IT function, business stakeholders and suppliers, setting policy for others to follow
  • Drive delivery of IT requirements in own area of specialism by collaborating with IT colleagues from across the wider function and leading specific work streams or projects to deliver for the business
  • Act as a single point of escalation in a functional area of IT to support internal clients and solve the most complex requests and issues, acting within group IT policy and engaging IT colleagues and external suppliers where necessary

Performance Management Accountabilities

  • Manage and lead teams of professional and/or managerial employees
  • Recruit and select team members and determine when team members should be retained
  • Establish direction and set objectives for direct reports. Assess performance of direct reports at mid-year and year-end and implement development plans. Provide oversight, coaching and incorporate quality reviews on the performance assessments written by direct report managers
  • Develop a people management plan to drive performance management in the organization and to optimize performance within the team, and manage performance of team members, including ensuring team members comply with company policies and expectations and take appropriate action
  • Provide regular, actionable coaching and feedback to employees to review progress, recognize accomplishments, support development and/or improve performance

Job Qualifications

Basic Qualifications:

  • Bachelors Degree and 8 or more years of experience in the Information Systems area

AND + Enterprise wide project management experience

Preferred Qualifications:

• Masters Degree

• Project Management Professional certification

• People management experience

Additional Information

Imagine working for a company that truly cares about their employees, customers, stakeholders, and communities they serve. Imagine working for a values-driven organization that has the ambition and desire to be the best global insurance provider in the world. Zurich is that place where 55,000 employees across approximately 200 countries and territories are all focused on helping people and helping companies protect what is truly most important to them. We are a values-driven organization that takes pride in the work that we do every day and we have the ambition to be the best global insurer in the world.

EOE disability/vets

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

**Title:** *Head of Operations Management - Business Change and IT*

**Location:** *Illinois-Schaumburg*

**Requisition ID:** *170005UX*