Director, Segment Operations

Company Details

Berkley Alternative Markets IO (BAM IO) is a strategic enablement engine for certain Berkley businesses.

We bring together advanced analytics, data-driven insights, and operational expertise to help Berkley Businesses make faster, more informed decisions and run more efficient, scalable operations.

By standardizing capabilities and translating complex data into action, we reduce friction, increase consistency, and enable growth across the segment; so our businesses can focus on underwriting, distribution, and delivering results.

Responsibilities

The Director, Segment Operations leads operations functions, operating teams, and improvement work for BAM IO and the Berkley operating companies it supports. The role reports to the SVP, CFO, BAM IO.

The role has two parts. First, it directly leads operations functions and teams assigned to it by BAM IO or an operating company, with accountability for service, quality, cost, controls, and people results in those areas. Second, it leads project management, BPO and third-party governance, and process, automation, and AI-enabled improvement work at the operating company and segment level.

Assigned functions and teams will change over time as work moves among operating companies, BAM IO, and shared or third-party services. When the role is assigned to an operating company, the Director takes day-to-day direction and priorities from that operating company’s President and is accountable for results in the assigned areas. BAM IO remains responsible for employment, compensation, and performance administration. The position works across Finance, Underwriting, Claims, Operations, IT, Compliance, and other functions to improve service, controls, scalability, cost, and decision-making.

Operations leadership (assigned functions)

• Lead operations functions assigned by BAM IO or an operating company. These may include policy services, premium audit, customer service, and claims operations support.

• Directly manage managers and supervisors and, through them, frontline staff. Set goals, coach, manage performance, allocate workload, and make hiring, staffing, and succession recommendations.

• Own service standards, service level agreements, workload and capacity, quality, cycle time, backlog, and issue escalation for assigned functions.

• For claims operations support, own non-technical claims work, meaning administrative, processing, and support workflows. Technical claims decisions, including compensability, reserving, settlement, and litigation strategy, remain with claims leadership.

• Manage premium audit operations and lead transitions to shared or enterprise audit services when approved.

Project and program management

• Lead project management for reorganizations, operating model changes, and cross-functional initiatives at the operating company and segment level, including workplans, milestones, decision logs, risks, dependencies, and status reporting.

• Lead approved organizational and operating model changes from design through implementation, staffing, and sustained adoption.

BPO and third-party governance

• Own BPO and third-party operational governance for assigned functions and initiatives, including scope, service levels, KPIs, performance reviews, escalation, risk management, and transitions of work in or out.

• Recommend, with business owners, which work stays in-house, moves to BPO, or moves to shared services, based on cost, quality, control, and risk.

Process, controls, data, and AI

• Design, document, and standardize processes, controls, and standard operating procedures to improve consistency, compliance, audit readiness, and scalability.

• Build operating metrics, dashboards, and executive-ready analysis on service, capacity, quality, cost, control, and progress against plan.

• Lead approved process improvement, automation, data, and AI-enabled workflow initiatives from diagnosis through implementation, adoption, and benefit realization.

• Own or support business continuity planning for assigned companies and functions, including documentation, testing coordination, remediation, and readiness reporting.

Segment enablement

• Partner with the VP, Operations Strategy & Transformation and segment leadership to translate priorities into workplans, decision points, measures, and accountability.

• Turn proven operating company practices into segment playbooks where a common approach adds value, while preserving clear ownership of results.

• Facilitate cross-company and cross-functional problem solving. Do not shift work or risk to another team without clear agreement on ownership.

• Develop change management, communication, and training plans so affected teams adopt and sustain new processes, tools, and ways of working.

• Perform other duties as assigned by the SVP, CFOO or, during an assignment, the operating company President.

This role may be aligned to any segment office.

Qualifications

• Extensive experience leading insurance operations, such as policy services, premium audit, customer service, or claims operations support, in a regulated environment. Workers’ compensation experience preferred.

• Demonstrated leadership of managers and supervisors, including setting expectations, managing performance, and developing teams.

• Strong record of diagnosing operating problems and delivering measurable improvements in service, quality, cost, controls, or cycle time.

• Strong project and program management, including leading reorganizations or operating model changes through implementation.

• Strong background in BPO or third-party operational governance, including service level management, performance management, escalation, and risk mitigation.

• Experience with business continuity planning, operational resilience, or related governance.

• Experience designing processes, controls, standard operating procedures, and operational performance measures.

• Ability to translate automation and AI-enabled tools into practical workflows that teams adopt and sustain.

• Ability to work in a matrix, take direction from more than one leader, and keep priorities clear for teams. Strong judgment and written and verbal communication with senior leaders.

Education 

• Bachelor’s degree in Business, Operations, Finance, Accounting, or a related field. Relevant certifications are a plus.

Additional Company Details

The Company is an equal employment opportunity employer. Important Outside Agency Notice: Only solicited resumes/candidate profiles that are submitted by a Berkley Preferred Agency Partner that have been requested by Berkley Internal Recruiting to engage in a particular search will be subject to the payment of Agency fees as defined in the formal agency agreement. Any unsolicited resumes/candidate profiles are not subject to payment of the agency fees. The company offers a competitive compensation plan and robust benefits package for full time regular employees. Base salary & Benefits include Health, dental, vision, life, disability, wellness, paid time off, 401(k) and profit-sharing plans. Salary Range: $140k - $180k The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Sponsorship Details

Sponsorship not Offered for this Role