Director- IOA - LAR

Core Responsibilities

Profit & Loss (P&L) & Growth

• Drive ownership of revenue ($30M+), EBITDA, margin improvement, and AOP performance.
• Design and advance commercial frameworks including FTE/Txn/Outcome/Gainshare; improve unit economics through productivity, automation, and right-shoring.
• Lead pipeline governance in partnership with Sales/Solutions, managing forecast ramps, seasonality, attrition, and cost-to-serve.

Operations Leadership (800+ FTE)

• Oversee a multi-site middle/back-office organization for Life & Annuities (new business, U/W support, policy administration/servicing, claims, commissions, and reconciliation) and Retirement operations support (recordkeeping operations), as well as an omnichannel contact center covering voice/email/chat/social.
• Ensure SLA performance with rigor across accuracy, TAT, AHT, FCR, CSAT/NPS, QA, backlog/RTE, and shrinkage; manage delivery penalty and establish earn-back regimes, including WFM capacity modeling.
• Own business continuity/DR and lead change, along with incident management.

Client Leadership & Governance

• Serve as executive sponsor to CXO/COO-level stakeholders; run QBRs/MBRs and ensure contract adherence, scope control, and change management.
• Maintain proactive risk registers; support regulatory readiness; drive expansion roadmaps and execute upsell/cross-sell motions.

Transformation, Automation & GenAI

• Build and execute a roadmap across the value chain, leveraging Lean Six Sigma, RPA (UiPath/AA/Blue Prism), IDP (ABBYY/Hyperscience), and GenAI (Azure OpenAI/Bedrock/Vertex).
• Apply use cases including:
• Underwriting: requirements triage, medical/APS summarization, and decision support.
• Claims: adjudication assistance, fraud flags, and FNOL ingestion.
• Servicing: STP uplift and premium/commission reconciliation automation.
• Contact Center: agent assist, knowledge retrieval, QA automation, and sentiment/NBA.
• Track instrumented benefits: STP%, automation rate, NIGO reduction, cycle time, $ savings.

New Business & Solutioning (RFI/RFP)

• Lead RFI/RFP response development; define operating model, SLAs, technology stack, locations, transitions, pricing, and risk mitigations.
• Perform due diligence; create transformation-backed TCO/ROI narratives; deliver executive orals and coordinate site tours.

People & Culture

• Build a leadership bench (GM/DGM/SDM) and scale competency academies (LOMA ALMI/FLMI, COPC).
• Drive engagement and retention at scale; manage succession planning; design DE&I performance and rewards architecture.

Risk, Compliance & Controls

• Ensure GLBA, HIPAA/PHI (if applicable), AML/KYC, OFAC, and state DOI compliance; for Retirement, align with ERISA/DOL expectations.
• Maintain SOC 2, ISO 27001, PCI DSS (payments), ISO 9001/COPC QMS; support audit readiness.

Required Qualifications

• 20+ years in BFSI operations; 10+ years in Life, Annuities & Retirement.
• Demonstrated leadership of ≥800 FTE multi-site delivery and $30M+ offshore P&L.
• Strong domain knowledge across L&A middle/back-office plus contact center; proven capability in WFM and service design.
• Hands-on transformation experience (Lean SS, RPA/IDP, GenAI) with measurable outcomes.
• Deal solutioning experience supported by authored RFI/RFP wins, including transitions to steady-state operations at scale.
• Executive-level client management; strong commercial negotiation and crisis management capabilities.
• Familiarity with policy administration platforms (ALIP/VPAS/LifePr).