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/LifePr

Director- IOA - LAR