Head of Operations, Middle Market

Head of Operations, Middle Market

Head of Operations, Middle Market Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.
If you have senior leadership experience in the industry and are looking for a new challenge, we would love to hear from you.
Zurich Canada is currently looking for a dynamic and visionary Head of Operations to oversee all operational functions within our Middle Market Business Unit.
Reporting to the Head of Middle Market, you will be responsible for ensuring the execution of our Middle Market strategy across all regions,





driving operational excellence, strategic initiatives, and overall business performance. You will have a deep understanding of the middle market segment, along with exceptional operational management skills, a proven record of driving performance excellence, the ability to lead stakeholder management, and inspire a high performing team.
This is a hybrid work opportunity.
What you will do Operational Planning and Performance: Lead and manage operational aspects including business performance and reporting of the Middle Market Business Unit, ensuring alignment with business goals and objectives. Develop and implement fit for purpose operational strategies to drive efficiencies, effectiveness, and profitability. Ensure all platforms, processes, and workflows are optimized to meet the demands of our business strategy to serve mid-sized customers. Drive the successful execution of key projects and initiatives.
Strategic Planning and Execution:





Collaborate with senior leaders and key stakeholders to develop and execute the strategic plan for the business unit. Analyze market engagement. Identify growth opportunities and develop initiatives to capitalize on them. Identify emerging risks associated with changes in the external environment relevant to the business unit to ensure right size strategies are in place. Monitor industry trends, market conditions, and competitive landscape to inform strategic decisions, product development, and a market leading value proposition.
Process and Workflow Improvement: Evaluate operational processes to ensure appropriate documentation while enhancing efficiency, reducing costs, and improving service delivery.





Implement best practices and innovative solutions to optimize underwriting and increase productivity. Ensure compliance with regulatory requirements and company policies.
Product and Value Proposition: Manage the product and value proposition roadmap and lifecycle. Collaborate to understand market trends, customer needs, and the competitive landscape to inform product development and value proposition enhancement. Collaborate with business unit leaders and cross-functional teams to ensure the successful launch and adoption of new initiatives, services, and products for broad offering and delivery of high-quality value proposition.
Talent Development: Identify skill gaps and implement training programs to upskill. Foster a culture of continuous learning and professional development within the team.
Stakeholder Management:





Build strong relationships with key stakeholders, including broker partners and internal teams, ensuring consistent communication to and from the regional (field) offices. Act as a liaison between the Middle Market Business Unit regional offices and support teams to ensure seamless collaboration and communication. Provide regular updates to senior management on operational performance and progress.
Job Qualifications - What you bring to the table Required:
Bachelor's Degree and 10 or more years of experience in the Underwriting area.
10 or more years of experience working in an underwriting or brokerage operation.
3 or more years of people management experience.
Preferred:
Bachelor’s degree in Business Administration,





Operations Management, or related field.
Minimum 12 years industry experience with focus on underwriting and/or underwriting operations.
Proven experience in leading and managing large-scale projects and initiatives.
Strong knowledge of operational platforms and systems, including Guidewire.
Demonstrated ability to drive process improvement, operational excellence, and product innovation.
Excellent leadership, communication, and interpersonal skills.
Ability to think strategically and execute tactically.
Strong problem-solving skills and the ability to make data-driven decisions.
Experience in developing and upskilling teams to achieve high performance.
Experience in the middle market segment within the insurance industry.






Knowledge of regulatory requirements and compliance standards.
Proficiency in project management tools and methodologies.
Change management experience.
Our Culture At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity, and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.






We care about our employees’ well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
We understand how important it is to rest, recharge, and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
We also understand that employees require time off for personal reasons. Zurich employees receive four personal days per year to be used at their discretion.
We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
We care about our communities. Our communities are where our customers, people, and shareholders live and work.





While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time, and resources.
We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto’s Top Employers and to have received Insurance Business Canada’s 5-Star Diversity, Equity, and Inclusion Award.
Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.
About Us Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 500 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets.
As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive, and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich.

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▶️ Head of Operations, Middle Market
🖊️ Zurich 56 Company
📍 Toronto