Director of Processing & Service Delivery

Job Description

Job Description

About the Role:
Input 1 is a dynamic organization operating in a rapidly changing environment. The Vice President, Processing & Service Operations oversees all non-client-facing transactional operations that support our premium finance, digital billing, and payments business. This leader ensures operational efficiency, regulatory compliance, scalability, and a high standard of service delivery.

Position Purpose

The Vice President, Processing & Service Operations is responsible for overseeing all non-client-facing, transactional operations that support the company’s premium finance, digital billing and payments business. This leader ensures operational efficiency, regulatory compliance, process scalability, and a high standard of service delivery.

Key Responsibilities

Leadership & Strategy

• Provide vision and leadership for all Processing & Service Operations.
• Develop and execute strategies that drive efficiency, scalability, and customer satisfaction.
• Partner with senior leadership on growth, risk management, and digital transformation.
• Establish and track KPIs to monitor productivity, quality, compliance, and cost-effectiveness.

Functional Oversight

• Oversee contact center operations (phone, email, and live chat).
• Manage payment processing for accuracy, timeliness, and compliance.
• Direct document management and imaging processes.
• Supervise operational accounting, reconciliations, disbursements, and reporting.
• Oversee account setup and management, ensuring compliance and accuracy.

People & Performance Management

• Build and mentor a high-performing leadership team.
• Foster a culture of accountability and continuous improvement.
• Ensure proper staffing, training, and succession planning.

Process Improvement & Technology

• Identify process improvements and automation opportunities.
• Partner with IT and Product teams to enhance efficiency through technology.
• Support business continuity and disaster recovery initiatives.

Performance Metrics (KPIs)

• ≥95% SLA adherence across all operations.
• Reduce error rates by 15% in the first year.
• Implement automation initiatives with measurable cost savings.
• Maintain employee satisfaction scores of 60+ annually.
• Ensure 100% compliance with all regulatory and internal standards.

Qualifications

• Bachelor’s degree in Business, Finance, Operations, or related field required (MBA preferred).
• 10+ years of progressive experience in operations, including 5+ years at a senior or VP level.
• Strong background in financial services, insurance, or payments.
• Proven ability to manage large-scale service operations and multimillion-dollar budgets.
• Exceptional leadership, communication, and stakeholder management skills.
• Strong understanding of compliance, risk management, and regulatory frameworks.

Physical & Travel Requirements

• Ability to sit for extended periods and work at a computer for most of the day.
• Clear verbal and written communication skills.
• Occasional reaching, handling, and light mobility tasks.
• Occasional travel for conferences, training, or off-site meetings.

Core Competencies

• Strategic Leadership: Sets vision and aligns teams with organizational goals.
• Operational Excellence: Ensures efficiency, accuracy, and compliance.
• Change Management: Leads transformation and process adoption.
• Decision Making: Uses data and insight to drive results.
• Collaboration: Builds strong internal and external partnerships.

Equal Opportunity Statement:
Input 1 provides reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable laws. If you require an accommodation, please contact Human Resources.

For more than 40 years, Input 1, LLC has provided business process outsourcing and comprehensive software solutions to the property and casualty insurance industry. We are a modern fintech company delivering digital billing, payments, and premium finance solutions.

Company Description

For more than 40 years, Input 1, LLC has provided business process outsourcing and comprehensive software solutions to the property and casualty insurance industry. We are a modern fintech company delivering digital billing, payments, and premium finance solutions. \r\n\r\n\r\n\r\n