Engagement Delivery Lead

Core Responsibilities

P&L & Growth

• Own revenue ($30M+), EBITDA, margin improvement, and AOP delivery.
• Design and govern commercial constructs including FTE/Txn/Outcome/Gainshare; optimize unit economics through productivity, automation, and right-shoring initiatives.
• Lead pipeline governance with Sales and Solutions, managing forecast ramps, seasonality, attrition, and cost-to-serve.

Operations Leadership (800+ FTE)

• Direct multi-site middle/back-office operations for Life & Annuities (new business, U/W support, policy admin/servicing, claims, commissions, reconciliation) and Retirement support (recordkeeping operations), as well as an omnichannel contact center covering voice/email/chat/social.
• Drive SLA discipline across accuracy, TAT, AHT, FCR, CSAT/NPS, QA, backlog/RTE, shrinkage, and WFM capacity models; oversee delivery penalty management and earn-back regimes.
• Ensure business continuity/DR readiness, and lead change & incident management.

Client Leadership & Governance

• Serve as executive sponsor for CXO/COO-level stakeholders; run QBRs/MBRs, ensure contract adherence, and manage scope/change control.
• Maintain proactive risk registers; ensure regulatory readiness; lead expansion roadmaps and upsell/cross-sell programs.

Transformation, Automation & GenAI

• Develop and execute a transformation roadmap across the value chain leveraging Lean Six Sigma, RPA (UiPath/AA/Blue Prism), IDP (ABBYY/Hyperscience), and GenAI (Azure OpenAI/Bedrock/Vertex).
• 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 measurable outcomes including STP%, automation rate, NIGO reduction, cycle time, and $ savings.

New Business & Solutioning (RFI/RFP)

• Own RFI/RFP response leadership; define the operating model, SLAs, technology stack, locations, transition plans, pricing, and risk mitigations.
• Perform due diligence; develop transformation-backed TCO/ROI narratives; lead executive orals and coordinate site tours.

People & Culture

• Build a strong leadership bench (GM/DGM/SDM) and scale competency academies including LOMA ALMI/FLMI and COPC.
• Drive engagement and retention at scale; lead 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 to ERISA/DOL expectations.
• Maintain SOC 2, ISO 27001, PCI DSS (payments), and ISO 9001/COPC QMS; ensure audit readiness.

Required Qualifications

• 20+ years BFSI operations experience; 10+ years in Life, Annuities & Retirement.
• Demonstrated leadership of ≥800 FTE multi-site delivery and $30M+ offshore P&L.
• Strong functional domain knowledge across L&A middle/back-office and contact center operations, with proven WFM expertise and service design capability.
• Hands-on transformation experience with Lean SS, RPA/IDP, and GenAI, delivering quantified outcomes.
• Proven deal solutioning experience with authored RFI/RFP wins; ability to transition engagements into steady-state operations at scale.
• Executive client management capability; strong commercial negotiation and crisis management skills.
• Familiarity with policy administration platforms (ALIP/VPAS/LifePro), CX technology (Genesys/NICE/Amazon Connect/Five9), and analytics.