Director- IOA - LAR

• *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