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VP Operations

Req ID#:  307922


VP Operations


About Us

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves. 

·    GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   

·    BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   

·    WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.   

·    GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.   

·    MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.  


About Sitel Group® 

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.  

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation. 

Job Summary

The VP of Operations, Insurance oversees the operational delivery of Sitel Group’s North America Insurance portfolio. In this role the VP of Operations will be responsible for account standardization, identification and implementation of best-known methods, innovation discovery and deployment, achievement of internal and client requirements, and representation of operations with the clients. 

This key leader is charged with making strategic operational decisions that result in exceeding outcomes for our clients, their customers’, and our business.  They are empowered leaders who achieve top results through their industry perspective and ability to work with and through diverse teams and cultures.

Key Outcomes:

Strategically plans and executes initiatives to enhance profitability, productivity and efficiency throughout the North American Insurance Vertical.

Analyzes operating results of the operating unit relative to established objectives and ensures that appropriate steps are taken to correct unsatisfactory conditions.

Interacts regularly with executive team and individual department heads to ensure that the company’s operations priorities are aligned with SITELs’ global strategic direction.  Works with leaders across the organization to understand, influence and implement service strategies that support new products and services


Primary Job Responsibilities

Provides support to client leaders to obtain an understanding of service needs and problems resulting in the implementation of systematic changes to improve service based on feedback.

Provides support to client leaders to obtain an understanding of service needs and problems resulting in the implementation of systematic changes to improve service based on feedback.

Continually plans for rapid growth, effectively managing costs and keeping all changes transparent to the customer.

Positive and effective relationships with department heads, support teams, and client operational management that fuel operational achievement and strategic goals setting

Leveraging the collection, analysis and reporting of data to achieve business goals and execution of operational procedures

Standardization of business processes across service delivery footprint

Collaboration with executive-level management in the development of performance goals and long-term operational plans

Innovation which improves our client’s business model, their customer’s satisfaction, and unlocks a ROI for both the client and the company

Adherence to client mandated process across the operations

Producing a clear, cohesive, and consistent representation of the operational delivery to the client and company leadership

A globally aligned and connected service delivery team with stated goals for operational efficiency and increased productivity

VP Operations

Job Segment: Operations Manager, VP, Executive, Operations, Management

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