AVP, Business Optimization - Glastonbury, CT or Remote

Crum & Forster (C&F) provides market leading property & casualty, accident & health, specialty and standard commercial lines insurance solutions. A true underwriting company, we have a 200-year history of helping our customers manage risk with laser-focused expertise, integrity and discipline. Our people are empowered to make decisions and problem-solve with you smartly and swiftly. Our annual gross written premium is 6.2 billion.

C&F enjoys a financial strength rating of "A+" (Superior) by AM Best.

Our most valuable asset is our people. We have 3000 employees, and locations throughout the United States and India. With our employee-first focus, the Company is consistently recognized as a great place to work, earning multiple workplace and wellness awards, including the Great Place to Work® Award, Fortune 100 Best Companies to Work For, Fortune Best Workplaces for Parents, Fortune Best Workplaces for Millennia ls, and many others.

C&F is part of Fairfax Financial Holdings. For more information about C&F, please visit our website:

Travel Insured International
,a Crum & Forster company, is hiring for an AVP, Business Optimization, on our Operations Leadership team.

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

In this newly created role, the AVP, Business Optimization will provide leadership for workforce management, vendor governance, and operational transformation across TII's Claims and Contact Center operations.

The AVP, Business Optimization, will partner closely with the Operations Leadership team, Claims, Service, Sales, Finance, Human Resources & Training, Compliance, IT, Legal, and external partners to optimize service delivery, strengthen governance, improve efficiency, and execute strategic transformation initiatives.

This leadership role will bring deep experience in operational leadership, workforce planning, vendor oversight, performance management, and cross-functional execution. This leader will use data-driven decision-making, disciplined governance, and strong people leadership to improve operational results, cost efficiency, and organizational effectiveness.

This role manages others and reports to the VP, Operations.

What you will do:

• Lead business optimization across TII Operations, including workforce management, vendor management, and enterprise project/program execution.
• Drive scalable operational capabilities that support business growth, customer satisfaction, service delivery, and cost efficiency.
• Lead cross-functional initiatives that improve service quality, operational efficiency, customer outcomes, and overall organizational effectiveness.
• Establish governance frameworks, KPIs, scorecards, and reporting processes to monitor performance and support decision-making.
• Develop and present operational performance reporting, business insights, and executive updates to senior leadership.
• Support budgeting, financial management, ROI analysis, and expense optimization efforts across operational functions.
• Serve as a key escalation point for operational, service, and vendor-related issues.
• Build, lead, and develop high-performing teams, including workforce management resources and other operational support staff.
• Develop and maintain short- and long-term workforce forecasts across contact center and claims operations.
• Analyze business trends such as volume, seasonality, productivity, handle time, shrinkage, absenteeism, and growth to inform staffing and capacity strategies.
• Build and manage staffing and capacity models that support service levels, response times, claims processing targets, and operational SLAs.
• Oversee workforce planning and execution, including scheduling, PTO and holiday coverage, contingency staffing, peak-demand readiness, schedule adherence, intraday management, and resource allocation.
• Create and maintain workforce dashboards and operational analytics to identify trends, improve forecast accuracy, and optimize staffing efficiency and resource utilization.
• Ensure data integrity across workforce planning, scheduling,…