Capgemini is on the lookout for a dynamic and detail-oriented Service Operations Specialist to join our team supporting a top 10 US Insurance Carrier. This role will be critical in enhancing operational effectiveness and improving service delivery in the contact center environment. You will manage projects that focus on implementing best practices, optimizing processes, and ensuring a seamless customer experience. Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C;). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. Essentially, the Service Operations Execution Analyst II must demonstrate the following traits and abilities: - Completes data and root cause analysis to make data driven recommendations to improve processes. (Power BI, SQL, Excel, Python). - Build Communication change plans for large and small employee groups. - Vet and size the impact of headwinds and tailwinds (resulting from seasonal, regulatory, technology and business decisions) on contact center staffing. - Build cost benefit analysis. - Strong written and verbal communication skills. - Ability to tell a story with data. - Works independently and in group settings (as needed). This role is essential for driving operational excellence within the insurance contact center environment, ensuring alignment with enterprise goals, and delivering continuous improvement opportunities that elevate the overall customer and agent experience. Key Responsibilities: - Collaborate with cross-functional teams to implement business solutions that enhance employee performance, customer satisfaction, and agent interactions, aligning with the broader enterprise strategy. - Conduct detailed root cause analysis on key performance metrics and operational data, recommending improvement opportunities to optimize service operations. - Facilitate the delivery of business analytics and problem resolution alternatives aimed at improving service quality and operational efficiency. - Oversee the development and presentation of business cases and data-driven solutions, ensuring insights are actionable and support strategic decision-making. - Manage change management activities, including impact assessments, stakeholder identification, and communication planning to ensure smooth transitions during large-scale projects. - Escalate and resolve issues that impact internal operations or external customers, ensuring timely and effective solutions. Experience Requirements: - Minimum of 5+ years in contact center operations, service operations, or related fields, with demonstrated experience in leading large-scale transformation initiatives. - Proven ability to conduct root cause analysis, develop actionable insights, and recommend improvements for key operational metrics. - Strong data analysis skills, with experience in storytelling using data and facts, creating and defending hypotheses, and making informed recommendations. - Excellent communication and presentation skills, with the ability to interact effectively with senior leadership and cross-functional teams. - Experience with automation, AI, and digital transformation within contact centers is a plus. Working Hours: - Training/Onboarding: 2 weeks during US business hours. - Team Meetings: Regularly scheduled bi-weekly meetings with project teams. - 1:1 Meetings: Monthly check-ins with team members and key stakeholders. Competitive compensation and benefits package: - Competitive salary and performance-based bonuses. - Career development and training opportunities. - Flexible work arrangements (remote and/or office-based). - Dynamic and inclusive work culture within a globally renowned group. - Private Health Insurance. - Pension Plan. - Paid Time Off. - Training & Development. - Performance Bonus. About Capgemini: Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group generated €22.5 billion in revenues in 2023. #J-18808-Ljbffr