• Execute enterprise-wide operational strategies to improve efficiency, scalability, and service quality across customer service, telephony, claims, and product implementation functions. • Partner with internal stakeholders to ensure the consistent use of approved vendors and technologies that align with organizational standards and regulatory obligations. • Drive automation and process optimization to enhance claims lifecycle efficiency, customer experience, and overall productivity. • Provide strategic oversight and guidance in the review of product development initiatives to ensure administrative efficiency, operational scalability, and long-term sustainability from design through administration. • Lead structured change management programs to ensure adoption of new systems, workflows, and operational models. • Build and maintain governance frameworks to ensure initiatives are aligned with corporate strategy, budget, and compliance requirements. • Act as a senior liaison between business, technology, and vendor teams to ensure cohesive delivery of transformation initiatives. • Oversee performance and strategic integration of key vendors supporting customer service, telephony, claims, and product administration functions. • Collaborate with IT and procurement teams to evaluate, implement, and monitor vendor solutions to achieve operational excellence and cost efficiency. • Ensure all operational processes and technologies meet U.S. and Canadian insurance regulatory standards. • Collaborate closely with Compliance and Legal teams to maintain proper controls, documentation, and audit readiness across all initiatives. • Provide strong, inclusive leadership to project and operational teams across multiple business units and geographies. • Champion a culture of continuous improvement, collaboration, and data-driven decision-making.