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
recent 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 (recent 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 r

📌 Director Ioa Gurugram
🏢 Cognizant
📍 Gurugram