Vice President of Retail Operations - North America

About Patra:

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

Core Duties:

The VP will work collaboratively with cross-functional teams to implement best practices, optimize processes, and strengthen our brand presence.

Key Responsibilities

Strategic Leadership: Formulate and execute a comprehensive retail operations strategy that aligns with company objectives and drives growth. Identify opportunities for market expansion and operational enhancement.

Operational Excellence: Oversee daily retail operations, ensuring efficiency and consistency across all locations. Establish and monitor key performance indicators (KPIs) to evaluate operational success and implement corrective actions as necessary.

Team Management: Lead, mentor, and develop a diverse team of retail professionals. Promote a culture of collaboration, innovation, and accountability to achieve team and organizational goals.

Customer Experience: Drive initiatives to improve the customer journey and ensure retail teams are equipped to deliver exceptional service. Gather and act on customer feedback to continuously enhance the shopping experience.

Financial Oversight: Develop and manage the retail operations budget, ensuring effective resource allocation, cost management, and the achievement of financial targets.

Market Insights: Stay abreast of industry trends and competitor strategies. Leverage data and insights to inform retail strategies and drive informed decision-making.

Cross-Functional Collaboration: Partner with marketing, merchandising, and supply chain teams to ensure alignment on promotions, product assortment, and inventory management, enhancing overall operational effectiveness.

Compliance and Standards: Ensure adherence to company policies, industry regulations, and safety standards across all retail operations.

• Bachelor’s degree in Business Administration, Retail Management, or a related field; MBA preferred.
• 10+ years of experience in retail insurance operations, including 5+ years in a senior leadership role.
• Proven ability to drive operational improvements and achieve significant financial results.
• Strong analytical skills and a data-driven mindset for decision-making.
• Excellent communication and interpersonal skills, capable of engaging stakeholders at all levels.
• Willingness to travel abroad as required to support retail operations across North America.

• Master's degree (or equivalent experience) in business administration or related field.
• 15+ years of insurance industry experience of leading dynamic leadership teams toward sustained success.
• 10+ years of senior management experience in non-profit organization, including supervisory responsibilities, community collaboration building, fund development, project management, information systems and technology, government contract administration and negotiation, private funding compliance and fiscal management.

• Work from home; must have fast broadband access.

• Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations.
• Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned.
• Subject to and expected to comply with all applicable Patra Corp policies and procedures.

Equal Employment Opportunity:

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.