Assistant Vice President

Role & responsibilities

Lead operations

• Own end-to-end delivery across credit control and operations: planning, scheduling, execution and process health.
• Ensure the teams meet or exceed client-agreed service levels, quality and turnaround targets.
• Maintain process documentation, sign-offs and adherence to quality and control norms such as ISO
• Anticipate peak periods, risks and dependencies, and put mitigation in place before they affect clients.

Own the financials

• Own the P&L for the credit control and operations portfolio: revenue, margin, cost and headcount, with accountability for budget and forecast.
• Optimise capacity, utilisation, team pyramid and bench to protect profitability while maintaining service quality.
• Support commercial discussions on pricing, scope changes and contract renewals with the account and finance teams.
• Track and report financial performance regularly, and take corrective action early where the numbers move off plan.

Set direction, manage risk and control

• Build and own the operations strategy and roadmap for the function, in line with company and client priorities.
• Spot growth opportunities with existing clients, including new geographies, lines of business and services.
• Ensure financial controls, audit readiness and compliance with client, regulatory and information security requirements.
• Identify operational risks early, assign owners, and report them with a clear mitigation plan.

Drive improvement and automation

• Continuously review processes to identify waste, rework, manual touchpoints and control gaps.
• Build the improvement pipeline, size the benefit, and take ideas from concept to implementation.
• Use Microsoft Power Automate, Copilot and other tools to automate and simplify routine work, working with digital and technology teams where a larger build is needed.
• Embed the changes through updated procedures, training and ownership, and track whether the benefit shows up in the numbers.
• Build a culture where teams raise ideas and use new tools in their daily work.
• Liaise with AI and technology teams for designing technology solutions for the insurance industry

Use data to run the business

• Define and monitor the KPIs that matter: ageing, collection effectiveness, unallocated cash, first-time-right, turnaround and cost per transaction.
• Analyse trends and error patterns to find root causes, and bring clear recommendations to leadership and clients.
• Present monthly dashboards, performance reviews and error trend analysis to senior stakeholders.
• Create reporting that is accurate, timely and easy for non-specialists to act on.

Manage clients and stakeholders

• Hold regular governance meetings with client leadership, and escalation management
• Start conversations on process growth, transformation and future strategy, and support new opportunities with the business development and solutioning teams.
• Work with different departments in insurance organisations and Xceedance to resolve issues quickly.
• Gain a thorough understanding of the clients end-to-end process, not just the part we run.

Build and lead people

• Lead managers and their teams, with clear goals, regular reviews and fair appraisals.
• Select, develop and prepare Analysts, Process Experts, Assistant Managers and Managers for their next role.
• Manage attendance, attrition and outages to limit customer impact, and keep hiring cost and bench levels in check.
• Maintain cross-training coverage so that no process depends on a single person.
• Prepare the team for how work will change, including new tools, new skills and new ways of working.

Preferred candidate profile

• Graduate (finance, insurance, business or a related field) with 15+ years of experience in Insurance / Reinsurance operations and a strong operational background. An MBA, advanced degree or professional certification is preferred.
• Proven track record in leadership roles, managing managers and large, complex teams, with accountability for operational and financial results.
• Clear understanding of insurance, including the policy and premium lifecycle, brokers, binders and the basics of financials.
• Working knowledge of credit control and operations processes: billing, collections, cash application, reconciliations and reporting.
• Experience managing a P&L or budget, with the ability to plan strategy, set direction and deliver against financial targets.
• Proven record of improving processes and delivering measurable results, using methods such as Lean, Six Sigma or similar.
• Comfortable with data: advanced Excel and the ability to analyse, interpret and present numbers with confidence. Exposure to Power BI or similar tools is preferred.
• Working knowledge of Microsoft Power Automate and hands-on use of Copilot, with the ability to spot where automation and AI can improve a process.
• Strong client management and senior stakeholder communication, including global and multi-region teams.
• Sound judgement, ownership, and the ability to manage change and bring people along.