VP, UW Operations Service Management
Listed on 2026-07-25
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Management
Change Management, Operations Management
Key Responsibilities
Establish the Service Management Operating Model: define and implement an enterprise service taxonomy and ownership model, issue classification, severity, and prioritization standards; create intake, triage, and escalation workflows; establish clear boundaries of in‑scope services; standardize how service issues are captured, routed, and managed.
Drive Service Performance & Accountability: own enterprise service performance outcomes, including SLA attainment, time‑to‑resolution, and repeat incident reduction; establish and manage SLAs and KPIs across services; hold functional leaders accountable through governance and transparency; lead priority‑setting across competing demands.
Lead Service Issue Resolution & Root‑Cause Discipline: govern triage forums and service reviews; ensure issues are clearly defined, prioritized, assigned with explicit ownership, and resolved within expected timelines; enforce root‑cause analysis discipline; drive closed‑loop resolution to eliminate recurring issues.
Build and Scale the Service Performance Function: stand up a lean, central OSM function focused on governance and orchestration, performance reporting and analytics, workflow and data instrumentation; leverage embedded resources across underwriting operations, IT, and business; partner with IT to enable tooling, automation, and visibility.
Orchestrate Cross‑Functional Execution: act as the integration layer across Operations, IT, and Business; align stakeholders on backlog prioritization, escalation paths, and trade‑offs between delivery, stabilization, and performance; resolve cross‑functional conflicts impacting service performance.
Establish Governance & Decision‑Making Rhythm: lead operational triage forums, weekly service performance reviews, and monthly executive health reviews; ensure governance forums drive decisions, actions, and accountability.
Drive Execution Discipline & Behavior Change: establish consistent standards for communication, prioritization, ownership, and follow‑through; reinforce a culture of accountability, transparency, and continuous improvement; drive adoption of service management practices across underwriting operations, IT, and business.
Enterprise Leadership & Deputy Scope: act as strategic partner to the Head of Underwriting Operations on operating model evolution, performance priorities, and execution planning; provide leadership coverage in defined forums; lead enterprise initiatives beyond OSM that improve end‑to‑end underwriting operations performance.
- 10–15+ years of experience in operations, service management, or operational excellence.
- Proven experience driving enterprise‑level performance improvement across operations, IT, and business environments.
- Demonstrated success in SLA/KPI design and performance management, incident/service management, root‑cause analysis, and structural improvement.
- Experience creating and implementing operating models that deliver scalable governance, accountability, and performance systems.
- Cross‑functional leadership skills: influence and align senior stakeholders without direct authority.
- Conflict resolution experience, navigating tensions across underwriting, IT, and operations to drive outcomes.
- Data‑driven decision‑making using metrics to drive accountability and performance outcomes.
- Leadership traits: drives accountability in complex, matrixed environments; operates at both strategic and execution levels; builds structure and discipline without unnecessary bureaucracy; bias toward action, speed, and measurable outcomes.
Base salary range is listed as of the time of posting; the midpoint is $203,000. Total individual compensation includes base salary and short‑ and long‑term incentives.
Benefits- Multiple medical plans, dental, vision, and prescription drug coverage.
- Competitive 401(k) with generous matching.
- Paid time off: 20 days per year, up to 12 paid company holidays, and 2 paid volunteer days.
- Life insurance, accidental death and dismemberment insurance, short‑ and long‑term disability coverage.
- Paid parental leave of up to 10 weeks.
- Student loan assistance and tuition reimbursement.
- Backup child and elder care support.
Arch is an Equal Opportunity Employer.
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