Director of RPA & Automation Operations

ABOUT US

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is a global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

Position Overview

HUB is seeking a Director of RPA & Automation Operations to lead our enterprise Robotic Process Automation (RPA) Center of Excellence (CoE). This strategic leadership role is responsible for managing HUB's RPA portfolio of production automations, overseeing vendor relationships and managed service providers, establishing governance frameworks, and driving operational excellence across automation initiatives. The Director will partner closely with the RPA and engineering development team to ensure sustainable growth, compliance, and measurable business value from automation investments.

Key Responsibilities

RPA Center of Excellence Leadership

• Lead the RPA Center of Excellence, defining governance models, best practices, and operational standards
• Own the RPA portfolio lifecycle from demand intake through production support, ensuring automations deliver sustained business value
• Develop and maintain RPA roadmaps aligned with HUB's enterprise AI and automation strategy
• Create and enforce automation standards, coding principles, documentation requirements, and change management processes
• Drive continuous improvement initiatives to optimize performance, reduce exception rates, and increase automation ROI

Vendor & Contract Management

• Manage strategic relationships with vendors, managed service providers (MSP), and RPA development contractors
• Lead RFP processes for RPA services including requirements definition, vendor evaluation, and contract negotiation
• Oversee MSP relationships for automation monitoring, maintenance, exception handling, and production support (SLA management, performance tracking, cost optimization)
• Manage annual licensing budgets, renewals, and commercial negotiations with RPA platform vendors
• Evaluate and recommend new RPA tools, AI/ML integrations, and hyper automation capabilities

Governance & Compliance

• Develop and maintain RPA governance frameworks including risk assessment, security protocols, and audit controls
• Ensure automation solutions comply with regulatory requirements, data privacy standards, and enterprise security policies
• Establish demand management processes to prioritize automation opportunities based on business value and feasibility
• Maintain comprehensive documentation including bot inventory, process specifications, and operational runbooks
• Provide executive reporting on RPA program health, ROI metrics, and strategic initiatives

Operations & Production Support

• Oversee production operations for automations across critical business processes including claims, policy servicing, financial operations, and more
• Manage incident response, root cause analysis, and resolution for production bot failures
• Implement monitoring dashboards, alerting systems, and proactive maintenance schedules
• Coordinate capacity planning, infrastructure requirements, and Orchestrator administration
• Partner with IT teams on infrastructure, security, and deployment pipeline requirements

Stakeholder Engagement & Change Management

• Partner with business units across HUB's diverse regional offices to identify, evaluate, and prioritize automation opportunities
• Lead change management initiatives to drive RPA adoption and address workforce concerns
• Build and maintain strong relationships with process owners, SMEs, and executive sponsors
• Develop training programs and knowledge-sharing resources to enable RPA adoption across the organization

Required Qualifications

• 7+ years of experience in RPA, intelligent automation, or related technology fields
• 5+ years of hands-on experience with platforms including Orchestrator, Studio, and production management
• 3+ years in a leadership role managing RPA teams, vendors, or Centers of Excellence
• Proven experience managing MSP relationships, RFP processes, and vendor contract negotiations
• Strong understanding of RPA governance frameworks, security requirements, and compliance standards
• Experience building and scaling automation programs in large, complex organizations
• Bachelor’s degree in computer science, Information Technology, Business Administration, or related field

Preferred Qualifications

• UiPath certifications (UiPath Certified Professional, Solution Architect, or Business Analyst)
• Experience with additional RPA platforms (Automation Anywhere, Blue Prism) and process mining tools
• Knowledge of AI/ML integration with RPA, including Document Understanding and intelligent automation
• Insurance or financial services industry experience
• Master's degree or MBA
• Experience with ServiceNow, Agile/Scrum methodologies, and ITIL frameworks

Key Competencies

• Strategic thinking with ability to translate business needs into automation solutions
• Strong vendor management and negotiation skills
• Excellent communication skills with ability to influence stakeholders at all levels
• Data-driven decision making with strong analytical capabilities
• Entrepreneurial mindset with ability to navigate ambiguity in a fast-paced environment
• Integrity and commitment to doing the right thing for the organization and its people

JOIN OUR TEAM

Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.

Department Information TechnologyRequired Experience: 7-10 years of relevant experienceRequired Travel: NegligibleRequired Education: Bachelor's degree (4-year degree)

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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