Job Title: IOA - Director – Life Insurance, Annuities & Retirement (LAR)
Role Purpose
Lead and scale newly won LAR middle-/back-office and contact center operations, stewarding $30M+ offshore P&L with a span of control 800+ FTE across multi-site delivery. Drive client outcomes, transformation (Lean, RPA, IDP), GenAI-enabled operating model , and new business sales & solutioning (RFI/RFP) . Serve as the executive face to client COOs/Operations Heads and build a resilient, compliant delivery estate.
Core Responsibilities
P&L & Growth
Own revenue ($30M+) , EBITDA , margin improvement, and AOP delivery.
Shape commercial constructs: FTE/Txn/Outcome/Gainshare ; drive unit economics (productivity, automation, right-shoring).
Pipeline governance with Sales/Solutions; forecast ramps, seasonality, attrition, cost-to-serve.
Operations Leadership (800+ FTE)
Run multi-site middle/back-office for Life & Annuities (new business, U/W support, policy admin/servicing, claims, commissions, reconciliation) and Retirement support (recordkeeping ops), plus omnichannel contact center (voice/email/chat/social).
SLA rigor: accuracy, TAT, AHT, FCR, CSAT/NPS, QA, backlog/RTE, shrinkage, WFM capacity models, manage delivery penalty and earn back regimes.
Business continuity/DR , change & incident management.
Client Leadership & Governance
Executive sponsor for CXO/COO-level stakeholders; run QBRs/MBRs , contract adherence, scope/change control.
Proactive risk registers; regulatory readiness; expansion roadmaps and upsell/cross-sell motions.
Transformation, Automation & GenAI
Roadmap across value chain: Lean Six Sigma , RPA (UiPath/AA/Blue Prism), IDP (ABBYY/Hyperscience), GenAI (Azure OpenAI/Bedrock/Vertex).
Use cases:
Underwriting: requirements triage, medical/APS summarization, decision support.
Claims: adjudication assistance, fraud flags, FNOL ingestion.
Servicing: STP uplift, premium/commission reconciliation automation.
Contact Center: agent assist, knowledge retrieval, QA automation, sentiment/NBA.
Instrument benefits: STP%, automation rate, NIGO reduction, cycle time, $ savings .
New Business & Solutioning (RFI/RFP)
Lead RFI/RFP responses; design operating model, SLAs, tech stack, locations, transitions, pricing, risk mitigations.
Conduct due diligence; build transformation-backed TCO/ROI narratives; executive orals & site tours.
People & Culture
Build leadership bench (GM/DGM/SDM); scale competency academies (LOMA ALMI/FLMI, COPC).
Engagement & retention at scale; succession planning; DE&I; performance & rewards architecture.
Risk, Compliance & Controls
Ensure GLBA , HIPAA/PHI (if applicable), AML/KYC , OFAC , state DOI compliance; for Retirement, align to ERISA/DOL expectations.
Maintain SOC 2 , ISO 27001 , PCI DSS (payments), ISO 9001/COPC QMS; audit readiness.
Required Qualifications
20+ years BFSI operations; 10+ years in Life, Annuities & Retirement .
Proven leadership of ≥800 FTE multi-site delivery and $30M+ offshore P&L .
Deep domain across L&A middle/back-office + contact center ; strong WFM and service design.
Hands-on transformation ( Lean SS , RPA/IDP , GenAI ) with quantified outcomes.
Deal solutioning with authored RFI/RFP wins ; transitions to steady-state at scale.
Executive client management; commercial negotiation; crisis management.
Familiar with policy admin platforms ( ALIP/VPAS/LifePro ), CX tech ( Genesys/NICE/Amazon Connect/Five9 ), analytics.
Preferred Certifications: LOMA ALMI/FLMI , Lean Six Sigma Black Belt , COPC , PMP/PRINCE2 , RPA vendor certs, ITIL .
KPIs
Financial: Revenue growth, EBITDA, cost-to-serve, transformation savings ($).
Ops: SLA attainment, accuracy, TAT, AHT/FCR, backlog, rework, STP%.
Digital: Automation rate, IDP accuracy, GenAI adoption & benefits.
Client: CSAT/NPS, renewals/expansions, governance health.
People: Attrition, engagement, leadership bench, time-to-proficiency.
Education
Bachelor’s degree required; MBA preferred.
LOMA certifications will provide an edge
