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The Executive Director of Client Delivery plays a pivotal leadership role in ensuring that client-facing operations run smoothly, efficiently, and with a strong focus on quality and strategic alignment. The role reports to the VP, Client Delivery and works closely with the Executive Director of Reinsurance Services to ensure companywide adherence to quality and efficiency.
Job Responsibility:
Serves as the escalation point of contact for all delivery related issues
Assist in the development and oversee execution of the TAI Testing Program and the TAI Quality Assurance and Automation Program
Accountable for leading the team of Directors and/or Managers for all client delivery related processes
Lead cross-functional delivery teams
Lead the design, implementation, and scaling of automation focused on process optimization
Champion the establishment of Centers of Excellence (CoEs)
Design and implement a scalable resource model
Design, implement and monitor functional metrics
Oversee and serve as the escalation point for the external Help Desk for all TAI Clients
Requirements:
College or University Degree or equivalent experience
10+ years enterprise software implementation and delivery with strong Agile experience
2+ years in a Business Analysis/Product Owner or Software Quality Assurance role
Ability to analyze large data sets
Advanced analytical and problem-solving skills
Advanced proficiency in Microsoft Excel, Microsoft Access, Microsoft Word, Microsoft PowerPoint
Experience working with automated testing tools like Selenium, Bruno, Postman, Burp Suite
Experience working with UiPath Studio and UiPath Test Manager
Advanced organizational and documentation skills
Ability to work independently and manage competing priorities while ensuring quality work is delivered within defined timelines
Able to respond in a fast-paced and competitive workplace
Demonstrated ability to clear and respectful communication and accountability
Commitment to continuous learning
Nice to have:
Experience in life and/or health insurance or reinsurance industries
What we offer:
Annual bonus plan
Long-term equity incentive plan (for some positions)