Operational Excellence Leader

Liberty Mutual’s Global Risk Solutions (GRS) Global Operations Team is seeking a seasoned and forward-thinking Operational Excellence Leader to lead our Operational Excellence function. This is a key strategic role responsible for driving performance improvement, operational resilience, quality assurance, compliance, and workforce optimization across our global delivery footprint.

The successful candidate will provide thought leadership, build and scale best-in-class frameworks, and partner with cross-functional teams to deliver measurable business outcomes. The role demands a strong combination of strategic vision, hands-on execution capability, and the ability to influence stakeholders across geographies and business units.

This role is instrumental in ensuring that our operations are resilient, scalable, efficient, and aligned with business priorities. The ideal candidate will bring deep functional expertise, a global perspective, and a passion for enabling performance excellence at scale.

Key Responsibilities:

• Strategic Leadership: Define and lead the global operational excellence vision, roadmap, and execution strategy in alignment with GRS priorities and global operations goals.
• Function Oversight: Oversee a global operational excellence team responsible for delivering on key areas including process optimization, quality frameworks, compliance, audit readiness, workforce management, and continuity planning.
• Performance and Transformation: Drive process re-engineering, automation opportunities, and continuous improvement programs to reduce cost, enhance quality, and increase efficiency across all functions and geographies.
• Risk & Resilience: Establish strong risk management practices, compliance frameworks, and business continuity plans to ensure the stability and sustainability of critical operations.
• Operational Governance: Build strong governance models, reporting cadences, performance metrics, and escalation mechanisms that ensure transparency and accountability.
• Collaboration & Influence: Act as a trusted advisor to global business and functional leaders, influencing operational decision-making through data, insights, and benchmarking.
• Culture Building: Champion a mindset of continuous improvement, customer centricity, and operational excellence across delivery centers and partner ecosystems.

Core Competencies & Skills:

Strategic Thinking

• Ability to align operational goals with enterprise strategy, balancing efficiency with business value creation.
• Strong business acumen with a deep understanding of the insurance or financial services industry.

Operational Expertise

• Demonstrated experience in process improvement (Lean, Six Sigma), operational risk management, audit, compliance, and resiliency planning.
• Ability to develop, scale, and operationalize frameworks across diverse delivery models (captive centers, third-party BPOs, etc.).

Data-Driven Decision Making

• Strong analytical orientation with the ability to derive insights from operational data and performance metrics.
• Experience with building dashboards, KPIs, and benchmarking tools for proactive decision-making.

Project & Program Management

• Proficient in managing cross-functional initiatives using tools like MS Projects, Smartsheet, JIRA or similar.
• Ability to scope, plan, track and deliver projects on time and within budget.

Leadership & Influence

• Experience leading and mentoring large, diverse, and geographically distributed teams.
• Exceptional stakeholder management, executive presence, and influencing skills at senior levels.

Change Management

• Strong capability to drive change initiatives, manage resistance, and embed new behaviors and processes across functions and regions.

Technology Fluency

• Familiarity with operational tools (e.g., workflow platforms, audit systems, BCP tools, automation technologies, analytics platforms).
• Ability to partner with technology teams on digital enablement and transformation efforts.