Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one the largest Insurance Groups in the world.

About the Role

We are seeking an experienced Senior Program Manager to lead complex, cross-functional initiatives that drive customer growth, operational transformation, and enterprise strategic priorities. In this role, you will partner with stakeholders across Operations, Technology, Analytics, Customer Experience, Digital, Training, Finance, and external vendors to deliver large-scale transformation programs that enhance customer engagement, improve operational efficiency, and support long-term business growth.

The ideal candidate is a strategic and results-oriented leader who thrives in dynamic environments, can influence without direct authority, and has a proven track record of successfully managing complex programs from strategy through execution.

What You'll Do

• Lead the planning, execution, and delivery of large-scale, cross-functional programs aligned with enterprise growth and transformation objectives.

• Drive initiatives from strategy development through implementation, ensuring successful business outcomes and operational readiness.
• Manage program timelines, budgets, risks, dependencies, resources, and governance processes.
• Develop and execute change management strategies, including impact assessments, communication plans, and readiness activities.
• Partner with business leaders and stakeholders across Operations, Technology, Digital, Product, Analytics, Finance, and Vendor Management to ensure alignment and successful execution.
• Analyze business performance, operational trends, and customer insights to identify opportunities and recommend solutions.
• Facilitate executive-level presentations and provide updates on program progress, risks, and strategic recommendations.
• Lead cross-functional teams to implement process improvements, operational enhancements, and new business capabilities.
• Identify and mitigate risks while ensuring initiatives remain aligned with business goals and customer needs.
• Support enterprise-wide transformation efforts that improve customer experience, operational effectiveness, and revenue opportunities.
• Research emerging technologies, tools, and best practices that can drive innovation and business improvements.
• Provide guidance, mentorship, and coaching to team members and project stakeholders.

Requirements

• Bachelor’s degree required and fluent English proficiency.

• 4+ years of experience in program management, business transformation, operations, project management, or related fields, with a proven track record of leading large-scale, cross-functional initiatives and driving organizational change.
• Strong expertise in stakeholder management, change management, strategic planning, risk mitigation, and business analysis, with the ability to influence senior leadership and present recommendations at the executive level.
• Experience working in customer-focused, service operations, contact center, or similar environments is highly preferred.
• Strong analytical and problem-solving skills, customer-centric mindset, and the ability to manage complex programs in fast-paced environments.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Word, and collaboration tools.

Benefits

This position comes with benefits package:

1. Comprehensive benefits package
2. Home Office model
3. Career development and training opportunities
4. Private Health Insurance
5. Pension Plan
6. Paid Time Off
7. Training & Development
8. Note: Benefits differ based on employee level

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.