Liberty Mutual - Assistant Vice President - Change & Project Management

Job Summary

The AVP Change & Project Manager is responsible for planning, executing, and overseeing projects related to Liberty Mutuals BPO/vendor engagements, while also driving and facilitating internal change initiatives across the Capability Center Operations team. This role ensures that vendor-driven initiatives meet business objectives, stay within budget, and adhere to set timelines, while also ensuring seamless integration of new changes across BPO Vendor Management, Quality Assurance, and Continuous Improvement functions.

The AVP will work closely with internal teams, vendor project teams, and senior stakeholders to track progress, resolve issues, and deliver high-quality outcomes that foster a culture of ongoing excellence.

PMO Deliverables (Project Management)

Project Planning & Execution

- Develop detailed project plans outlining scope, objectives, deliverables, timelines, and dependencies for vendor-related initiatives.

- Define project milestones, KPIs, and success criteria to measure vendor performance.

- Lead end-to-end project lifecycle management, from initiation to closure, ensuring alignment with Liberty Mutuals business strategy.

- Coordinate with vendor teams, business units, and IT teams to ensure smooth project execution.

Vendor Project Governance & Tracking

- Monitor vendor project execution, ensuring adherence to agreed timelines and quality standards.

- Track project risks, dependencies, and issues, escalating concerns to stakeholders as needed.

- Implement project governance frameworks to track deliverables, SLAs, and contractual obligations from vendors.

- Ensure vendor-led projects comply with internal policies, security protocols, and regulatory requirements.

Stakeholder Collaboration & Communication

- Act as the central point of contact between Liberty Mutual and vendor project teams.

- Facilitate cross-functional collaboration between operations, IT, finance, and procurement to ensure project success.

- Organize regular status meetings and progress reports for senior leadership.

- Manage stakeholder expectations by providing timely updates, risk assessments, and mitigation plans.

Performance & Continuous Improvement

- Track and analyze project performance metrics, ensuring vendor outputs align with business goals.

- Drive process improvements and automation initiatives to optimize vendor-related workflows.

- Support post-implementation reviews to assess project success and identify lessons learned.

Budget & Financial Oversight

- Work with finance teams to track project budgets, ensuring cost-effectiveness and adherence to financial constraints.

- Manage vendor billing, ensuring accurate invoicing, contract adherence, and cost allocations.

- Identify and recommend cost-saving opportunities through better project planning and vendor coordination.

Change Manager Deliverables

- Change Planning & Execution

- Plan and manage complex change projects, ensuring timely work delivery and high-quality outcomes.

- Lead and manage teams to deliver transformation projects across BPO Vendor Management, QA, and CI functions.

- Liaise with leads from other workstreams and subject matter experts to ensure seamless integration of change initiatives.

Change Management Activities

- Design and execute change management activities for transformation projects, including training strategy, stakeholder engagement, communications, organization design, governance, and culture solutions.

- Develop and implement change management strategies and plans that maximize employee adoption and usage of required changes.

- Conduct impact analyses, assess change readiness, and identify key stakeholders.

- Support and coach senior leaders, people managers, and project teams to integrate change management activities with project plans.

- Monitor and report on change initiatives progress, utilizing metrics to measure effectiveness and adoption.

- Anticipate project risks/issues and define mitigation strategies; remove roadblocks for teams.

Change Communication & Storytelling

- Develop compelling change communications and storyboards to drive engagement and understanding.

- Track project burn vs. progress, validate content flow, review and validate deliverables, analyze outcomes, and provide recommendations.

- Own on-time completion of deliverables and ensure deliverables meet quality standards.

- Plan and develop key project communications and regular project status tracking.

Experience & Qualifications

Educational Background:

- Bachelors or masters degree in business administration, Project Management, Finance, Operations, Human Resource Management, or a related field.

- PMP (Project Management Professional), PRINCE2, Six Sigma, or Change Management certification (e.g., PROSCI) preferred.

Experience:

- 5+ years of experience in project management with a focus on managing vendor-driven projects in a GBS/BPO environment.

- Minimum of 5+ years of relevant experience in industry or consulting in change management.

- Strong understanding of outsourcing models, SLAs, vendor governance, and contract management.

- Hands-on experience creating PowerPoint presentations, storytelling, and proficient working knowledge of Excel.

- Experience in leading cross-functional project teams across multiple locations and engaging global stakeholders.

- Ability to handle multiple concurrent projects with shifting priorities.

- Basic experience in Insurance is preferred.

Technical & Soft Skills:

- Expertise in project management tools (JIRA, MS Project, Smartsheet, Asana, etc.).

- Strong problem-solving and risk management skills.

- Excellent stakeholder communication, negotiation, and presentation skills.

- Content development and storyboarding.

- Creative thinking and problem solving.

- Client and stakeholder engagement.

- Foundational data analysis (MS Excel, MS Access, Tableau, etc.).

- Detailed know-how of insurance operations, financial services, or shared services models is a plus.

Why This Role Matters

This combined AVP role is pivotal in ensuring Liberty Mutuals transformation initiatives are delivered with both technical excellence and high stakeholder adoption. By integrating PMO and Change Management leadership, the AVP will drive strategic alignment, operational efficiency, and a culture of continuous improvement across the Capability Center Operations team.