**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** . **Current 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 Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

📌 Director- IOA - LAR (Gurugram)
🏢 Cognizant
📍 Gurugram