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 & advantages.
- 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

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