Director of Shared Services & Business Transformation

JOB TITLE: Director of Shared Services & Business Transformation

DEPARTMENT: Claims Services

COMPANY OVERVIEW:

Venbrook Claims is the claims business group of Venbrook Group, LLC, a holding company with subsidiaries engaged in retail broking, wholesale broking, programs, and claims services. Venbrook's team of experts and industry specialists partners with their clients to manage their risks, create security, promote growth, and add value by delivering best-in-class commercial property & casualty and personal risk insurance products and programs.

Venbrook Claims brings together decades of specialized expertise by integrating respected legacy claims brands, Carl Warren & Company, DMA Claims, and OneSource Claims Management. Venbrook works across the claims lifecycle with services that include Third Party Administration (TPA), Complex Claims Management, Catastrophe, Independent Adjusting, subrogation recovery, litigation management, investigative, and special investigations unit (SIU) services.

Venbrook Claims has long-term clients across the public and private sectors, including insurance companies, captives, MGAs, transportation companies, manufacturers, public school systems, and property owners, to name a few.

With over a century of combined claims experience, our organization's legacy brands have been unified as Venbrook Claims to deliver scalable, flexible solutions supported by centralized governance, compliance, and technology infrastructure. This integration has increased efficiency while maintaining the high-quality investigative services and specialized expertise that distinguish our heritage brands.

At Venbrook, we envision a world where our clients can confidently pursue their boldest ambitions. Our team of experts leverages agility, innovation, and creative problem-solving to guide our clients through an ever-changing risk environment. We pride ourselves on providing insurance services that allow businesses to make bold decisions, knowing their risks are identified, assessed, and mitigated.

Our culture is derived from the people who create it. We are not different in what we do. We are different in how we do it. We believe our clients are our partners, and we earn their trust every day. We believe in empowering our team and holding ourselves accountable to deliver the best solutions. We value agility, versatility, innovation and creative problem solving and put our people at the core of everything we do.

We offer competitive compensation and a comprehensive benefits package:

• 401k + employee match
• Medical, Dental, Vision, Life, and Disability Insurance
• Paid Time Off (PTO)
• Paid Holidays
• Paid Parental leave
• Paid Sick leave
• Professional development programs
• Work-life quality and flexibility

JOB SUMMARY:

Venbrook Claims Services seeks a strategic Director of Shared Services & Business Transformation to lead operational excellence across our enterprise. This role combines oversight of critical shared services functions with strategic leadership of business transformation initiatives. The Director will drive process optimization, automation, and scalable growth while ensuring governance and operational efficiency across all subsidiaries.

This position reports to the Chief Claims Officer and serves as a key strategic partner to executive leadership, IT, Field Operations, Claims, and Sales teams. The ideal candidate brings proven expertise in operational transformation, process excellence, and building scalable infrastructure to support rapid organizational growth.

POSITION REQUIREMENTS:

Business Transformation Leadership: Ability to lead enterprise-wide transformation initiatives, identifying opportunities for operational redesign and implementing sustainable change. Demonstrates strategic thinking while maintaining focus on execution and measurable outcomes.

Process Excellence & Automation: Expertise in workflow optimization, process mapping, and deploying automation technologies to improve efficiency and reduce operational friction. Continuously monitors processes and makes recommendations for improvements.

Shared Services Operations: Experience managing centralized functions including workflow coordination, FNOL processing, quality assurance, reporting, and vendor management. Aligns and supports goals that promote a client-centric culture.

Strategic Partnership & Collaboration: Strong ability to build relationships across departments and influence stakeholders at all levels to drive alignment and adoption. Consistently and effectively communicates with a diverse spectrum of people across the organization.

Governance & Project Management: Capability to establish governance frameworks, implement change management protocols, and deliver complex initiatives on time and within scope. Determines steps to obtain the best outcomes through effective decision-making processes.

Data-Driven Decision Making: Proficiency in leveraging analytics, metrics, and reporting to inform strategy and measure transformation impact. Maintains strong analytical and problem-solving skills to achieve satisfactory results.

Scalability & Growth Mindset: Forward-thinking approach to building infrastructure and processes that support long-term organizational expansion. Continually assesses success of operational outcomes and keeps abreast of market and industry changes.

DUTIES/RESPONSIBILITIES:

• Oversee all shared services operations including workflow optimization, FNOL coordination, quality assurance, reporting and analytics, and vendor management
• Establish service level agreements and performance metrics for shared services functions across all subsidiaries
• Drive continuous improvement initiatives to enhance operational efficiency, reduce cycle times, and improve customer experience
• Lead enterprise-wide business transformation initiatives focused on operational redesign, technology enablement, and process standardization
• Identify and implement automation opportunities to eliminate manual work and improve data accuracy
• Map current-state processes, design future-state workflows, and develop implementation roadmaps for transformational change
• Partner with IT to evaluate and deploy technology solutions that enable scalable operations
• Establish governance frameworks and project management capabilities to ensure successful delivery of strategic initiatives
• Develop and implement change management strategies to drive organizational adoption of new processes and technologies
• Create and maintain process documentation, standard operating procedures, and training materials
• Partner with Claims, Field Operations, and Sales leadership to understand business needs and align transformation initiatives with strategic priorities
• Collaborate with IT to ensure technology investments support operational excellence and business growth
• Serve as a key member of the executive leadership team, contributing to strategic planning and organizational decision-making
• Establish reporting frameworks and dashboards to provide visibility into operational performance and transformation progress
• Use data and analytics to identify improvement opportunities and measure the impact of process changes
• Develop key performance indicators to track shared services effectiveness and transformation initiative ROI

REQUIRED SKILLS/ABILITIES:

• 10+ years of progressive experience in operations, business transformation, or process improvement roles
• 5+ years in leadership positions with responsibility for shared services, operational excellence, or transformation functions
• Proven track record of successfully leading enterprise-wide transformation initiatives and delivering measurable results
• Deep expertise in process improvement methodologies (Lean, Six Sigma, Agile, or similar frameworks)
• Strong project management skills with experience implementing complex initiatives across multiple business units
• Demonstrated ability to build relationships, influence stakeholders, and drive organizational change
• Excellent analytical and problem-solving capabilities with experience using data to inform decisions
• Outstanding communication and presentation skills with ability to engage audiences at all organizational levels
• Strong knowledge of Microsoft Office and business intelligence tools
• Ability to function well in a high-paced and, at times, stressful environment
• Ability to travel as needed for role

EDUCATION & EXPERIENCE:

• Bachelor's degree in Business, Operations Management, Information Systems, or related field; MBA or advanced degree preferred
• Experience in insurance, claims administration, or related industries strongly preferred
• Professional certifications in project management (PMP), process improvement (Lean Six Sigma), or change management preferred

Salary Range: $125,000 - $155,000 annually, based on experience