Philadelphia Insurance Companies Assistant Vice President-Service Operations in Bala Cynwyd, Pennsylvania

Marketing Statement

Philadelphia Insurance Companies, a member of the Tokio Marine Group, designs, markets and underwrites commercial property/casualty and professional liability insurance products for select industries. We have been in operation since 1962 and are nationally recognized as a member of Ward's Top 50 and rated A++ by A.M.Best.



We are looking for an AssistantVice President-Service Operationsto join our teamSummary -

As AVP, Customer Service, you will drive the overall strategic direction and tactical execution of service provided within reporting teams. You will establish priorities and processes to effectively deliver best-in-class customer experience to our producing agents and policyholders. This will include oversight and direction of outward-facing service teams including our multi-channel, multi-site contact center, accounts receivable, and collections. Success will depend on your ability to work collaboratively with leaders across the company to develop plans, structure resources and support, and achieve targets to deliver consistent results through an engaged team.A typical day will include the following:

  • Set department direction and motivate staff to achieve results

  • Create and innovate processes, systems and resources to improve efficiency and customer experience

  • Build collaborative partnerships with internal stakeholders to ensure support

  • Recruiting and talent management for a group with frequent internal mobility

  • Problem-solving and decision-making as it relates to driving success within a call center environment

  • Foster a team environment where flexibility, collaboration and learning thrive

  • Effectively drive customer satisfaction and metric achievement


  • 15 years or more experience working in customer-facing, matrixed environment

  • 10 years or more managing large teams (50+)

  • P&C Insurance License preferred

  • Undergraduate Degree

  • Demonstrated knowledge of property and casualty (p&c) insurance industry

  • Proven experience building relationships and driving results

  • Strong empathy for customer and passion for staff development and growth

  • Enthusiastic and creative leader with the ability to inspire people

  • Experience in creating a performance and metrics focused culture

  • Strong understanding of commercial insurance, staffing, service delivery, performance and operational excellence

  • Advanced knowledge of management concepts, practices and techniques

  • Excellent written and verbal communication skills

  • Possesses a continuous improvement mindset of ownership, honesty, accountability, empowerment and trust

EEO Statement

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine Management, Inc., TMNA Services, LLC and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.


We offer a comprehensive benefit package, which includes tuition reimbursement and a generous 401K match. Our rich history of outstanding results and growth allow us to focus our business plan on continued growth, new products, people development and internal career opportunities. If you enjoy working in a fast paced work environment with growth potential please apply online.

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