Senior Vice President, Operations

The Senior Vice President, Operations is Better Life’s senior operational executive, accountable for the full lifecycle of insurance administration — New Business, Underwriting, Inforce Policy Administration, Claims Administration, Customer Service, and Mail Imaging/Document Processing — as well as the enterprise Compliance function. This role sets the strategic direction and operational standards for Better Life’s core service delivery, ensuring every member and policyholder interaction reflects the accuracy, timeliness, and care central to Better Life’s fraternal mission.

Reporting to the CEO, the SVP, Operations leads a geographically distributed workforce, drives process modernization and operational scalability, and serves as the organization’s primary steward of regulatory soundness across all insurance operations.

Provides strategic and executive leadership across all core insurance administration functions:

• New Business Processing
• Underwriting Operations
• Inforce Policy Administration
• Customer Service
• Mail Imaging and Document Processing
• Claims Administration
• Compliance

• Establishes and owns enterprise service level standards across all operational units, ensuring daily execution is accurate, efficient, and member-focused.
• Develops and governs operational goals, policies, procedures, and performance metrics at the enterprise level; holds departmental leaders accountable to outcomes.
• Monitors aggregate operational workflows and performance data to identify systemic risks, capacity gaps, and improvement opportunities before they affect service quality.
• Leads, develops, and retains a distributed team of operational directors, managers, and individual contributors across multiple locations, fostering a culture of accountability, continuous improvement, and member‑first service.
• Provides direct leadership to the Sr. Director of Policy Administration and Director of Compliance, setting performance expectations, coaching toward growth, and managing succession planning across the Operations organization.
• Drives workforce planning and organizational design in partnership with People & Culture to anticipate capacity needs and support business growth, including organizational integrations.
• Builds management bench strength through structured development, coaching, and performance management practices that cascade accountability throughout the operational hierarchy.

• Leads enterprise‑level operational modernization initiatives — process redesign, technology adoption, and workflow automation — to improve throughput, reduce error rates, and scale capacity ahead of membership and organizational growth.
• Partners with IT and business teams on system enhancements and policy administration platform improvements, providing executive sponsorship for technology investments within the Operations portfolio.
• Oversees quality assurance frameworks across Policy Administration and Claims; sets accuracy standards and holds leaders accountable to documented QA outcomes.
• Champions data integrity and document management standards, ensuring operational records support both member service and regulatory defensibility.

• Owns enterprise Compliance as a direct functional responsibility; ensures Better Life’s insurance operations adhere to applicable state regulations, fraternal benefit society requirements, and federal law.
• Maintains continuous examination readiness, oversees regulatory filing obligations, and serves as Better Life’s primary operational liaison to state insurance departments.
• Monitors operational risk across all administered functions and drives timely corrective action; escalates material risk findings to the CEO and Board as appropriate.
• Collaborates with Legal and external counsel on regulatory matters, consent orders, and compliance program design.

• Partners with the CEO and executive peers (CFO, COO, SVP Fraternal Development, SVP Strategic Initiatives) to translate enterprise strategy into operational priorities, resource plans, and measurable OKRs.
• Provides…