Commercial Operations Specialist, IR
Tokio Marine HCC - Cyber & Professional Lines Group
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Benefits offered by this job
Job summary
Tokio Marine HCC seeks a Commercial Operations Specialist, IR to coordinate incident-response engagements, oversee real-time capacity, and manage SOWs and invoicing. You will liaise with IR consultants, engagement managers, and legal teams to maintain smooth, compliant service delivery.
Ideal candidates bring 2+ years in commercial operations, strong stakeholder communication, and experience with contract workflows and CRM systems.
Qualifications
- Minimum four-year bachelor's degree in Business Administration, Operations, Project Management, Finance, or a related discipline.
- Project management certification (e.g., CAPM or PMP) preferred but not required.
- 2 years of experience in commercial operations, sales operations, deal desk, renewals, contract administration, customer operations, or related function.
Responsibilities
- Coordinate IR intake and real-time capacity ensuring 15-minute response SLA.
- Schedule engagements, track milestones, and maintain accurate engagement records.
- Prepare and route SOWs, manage redlines with legal, and ensure timely approvals.
- Initiate client invoicing post-engagement per SOW terms and resolve billing queries.
- Maintain CRM data quality and generate status reports for stakeholders.
- Collaborate across IR consultants, leadership, finance, and clients to scale service delivery.
Skills
Education
Tools
Job description
Vector3, Inc. is an incident response firm supporting TMHCC Cyber and Professional Lines Group (CPLG). Vector3 specializes in responding to Business Email Compromise (BEC) and Ransomware incidents, helping insured organizations investigate, contain, and recover from cyber events.
Tokio Marine HCC (TMHCC) brings 50 years of service to the specialty insurance industry, offering over 100 products to commercial customers in 180 countries. Organic growth and more than 60 successful acquisitions have grown the company to over $7.5 billion in Gross Written Premium and 4,300 employees worldwide.
Our Good Company values—including integrity, empowerment, customer service, innovation, communication, and collaboration—make TMHCC a great place to work.
- Competitive salary and employee benefit package
- Strong learning culture and growth opportunities
- 6% 401K match
- 20 days of PTO and 2 Floating Days
- Paid parental leave
- An opportunity to love what you do
The Commercial Operations Specialist, IR, provides operational, project coordination, and commercial support for Vector3's Incident Response business. The role serves as a central coordinator for real-time consultant capacity, intake and scoping, engagement scheduling, Statements of Work (SOWs), and completion-to-invoice workflows.
Working across IR consultants, Engagement Managers, leadership, legal, finance, TMHCC Cyber Incident Management, counsel, and clients, this role keeps engagements moving efficiently while allowing technical resources to remain focused on investigation and client delivery.
- Monitor IR intake channels and ensure requests are acknowledged and actioned within the required 15-minute response SLA.
- Maintain real-time visibility into consultant capacity, active engagements, skills, availability, and calendars.
- Coordinate scoping calls, identify alternate resources when needed, and facilitate accurate handoff to assigned engagement teams.
- Escalate capacity, scheduling, or intake issues that could delay client response or engagement acceptance.
- Support operational processes required for 24/7/365 IR intake and scoping.
- Coordinate engagement kick-offs, schedules, milestones, meetings, action items, and follow-up.
- Coordinate availability across clients, counsel, consultants, and internal stakeholders.
- Maintain accurate engagement records, including changes in scope, staffing, timing, or commercial terms.
- Identify stalled engagements, clarify next steps, and elevate blockers.
- Support IR leadership with special projects and service-delivery initiatives.
- Prepare, route, track, and coordinate execution of SOWs and related engagement documentation.
- Coordinate delivery to clients and counsel and follow up on outstanding signatures or information.
- Coordinate SOW redlines with legal, maintain version control, and ensure approved language is used.
- Track commercial terms, scope, approvals, exceptions, and executed agreements.
- Ensure executed SOWs are promptly transitioned to engagement teams.
- Initiate and coordinate client invoicing upon completion of IR engagements in accordance with executed SOW terms.
- Validate engagement completion, scope, fees, and supporting documentation.
- Partner with finance to resolve billing questions, discrepancies, or missing information.
- Maintain accurate engagement and billing records supporting revenue recognition, reporting, and audit requirements.
- Maintain accurate intake, opportunity, engagement, consultant assignment, SOW, and billing information.
- Report on intake volume, response SLA performance, capacity, engagement status, aging items, lost opportunities, and billing activity.
- Maintain templates, checklists, SOPs, and recurring workflows supporting operational efficiency.
- Identify process gaps and opportunities to reduce manual effort, improve response times, and increase revenue capture.
- Perform periodic data-quality reviews and resolve incomplete records.
- Serve as a central coordinator across IR consultants, Engagement Managers, leadership, TMHCC Cyber Incident Management, legal, finance, counsel, and clients.
- Communicate operational next steps, ownership, deadlines, availability, engagement status, and outstanding actions.
- Support process improvement and service-scaling initiatives as Vector3 expands its Incident Response operating model.
- Manage competing intake, scoping, scheduling, SOW, and invoicing priorities while maintaining required response SLAs.
- Coordinate resources, anticipate capacity or scheduling conflicts, and proactively identify alternatives.
- Communicate plans, status, and required actions clearly across internal and external stakeholders.
- Prepare clear written updates and operational documentation and promptly elevate time-sensitive issues.
- Support timely revenue capture through accurate commercial records and completion-to-invoice workflows.
- Identify process gaps and inefficiencies that create unnecessary cost or delay revenue realization.
- Support accurate billing and resolution of discrepancies.
- Comply with corporate policies and protect confidential client and company information.
- Maintain accurate SOW, engagement, capacity, and billing documentation and required approvals.
- Monitor assigned workflows and elevate exceptions or control issues appropriately.
Minimum four-year bachelor's degree in Business Administration, Operations, Project Management, Finance, or a related discipline; or equivalent professional experience.
Project management certification (e.g., CAPM or PMP) preferred but not required.
2 years of experience in commercial operations, sales operations, deal desk, renewals, contract administration, customer operations, or a related function.
- Overtime hours may be required to fulfill job responsibilities.
- May be required to remain stationary for extended periods.
- Close vision and ability to adjust focus, such as required to read a computer screen.
- Must be able to work effectively with frequent interruptions and rapidly changing priorities.
TMHCC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
#CPLG1
- Proficiency with Microsoft 365, Outlook, spreadsheets, and business-process documentation.
- Experience working in CRM, electronic-signature, contract-management, project-management, or similar business systems.
- Strong written and verbal communication skills with the ability to manage customer and internal follow-up professionally.
- Demonstrated ability to manage multiple concurrent priorities, tight deadlines, and time‑sensitive requests without losing attention to detail.
- Experience coordinating schedules and resources across multiple stakeholders and maintaining accurate operational records.
- Experience supporting cybersecurity, incident response, digital forensics, insurance, technology, professional services, or another client-service business preferred.
- Experience supporting Statements of Work, contract workflows, legal redlines, invoicing, or related commercial processes preferred.
- Ability to work effectively in a high-tempo environment where priorities can change rapidly and response times are critical.
- Familiarity with Incident Response, digital forensics, cybersecurity, or technical service terminology preferred.
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