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Cognizant Consulting

Director- IOA - LAR

Cognizant Consulting
Gurugram, India
20-22 Years
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Job Description

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

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Bfsi
Employment Type:
Full time

About Company

Cognizant Consulting

Job ID: 148897259

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Last Updated: 09-06-2026 09:52:21 PM
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