Experience:
15+ Years Domain: P&C; Insurance | BPS Operations Company: ValueMomentum ValueMomentum is looking for an experienced Director – Intelligent Operations Delivery to establish and lead delivery practices across its growing Intelligent Operations Services function, with a focus on Property & Casualty (P&C;) insurance operations.
Key Responsibilities
• Establish delivery frameworks covering engagement setup, knowledge transfer, transition, go-live and ongoing service delivery.
• Lead multiple customer engagements, ensuring SLA compliance, service quality, productivity and customer satisfaction.
• Define governance structures, operational reporting, escalation mechanisms and performance review processes.
• Own customer relationships, service reviews, operational escalations and service recovery.
• Drive workforce planning, capacity management and continuous improvement initiatives.
• Oversee manual, RPA-supported and AI-enabled operational workflows.
• Partner with technology teams to establish operational controls, exception management and AI quality checkpoints.
• Develop delivery managers and team leads to ensure consistent execution across engagements. Required Skills & Experience
• 15+ years of experience in BPS,
insurance operations or operations delivery.
• Solid exposure to Property & Casualty (P&C;) insurance operations.
• Proven experience managing multiple concurrent customer engagements.
• Demonstrated ownership of SLA performance, service quality, staffing and customer governance.
• Experience establishing delivery practices and managing engagement transitions.
• Strong customer relationship management and escalation-handling capabilities.
• Exposure to manual operations, RPA and AI-enabled delivery models.
• Excellent leadership, stakeholder management and decision-making skills. Good to Have
• Experience supporting insurance carriers, MGAs or brokers.
• Exposure to AI-led insurance operations and intelligent automation.
• Global delivery model experience.
• Lean Six Sigma or relevant operational excellence certifications. Interested in this opportunity? Please complete the preliminary screening questionnaire and share your updated resume using the link below: Apply Here: Pre Screening Questionnaire
- Delivey Leader
- ValueMomentum – Fill out form ValueMomentum | Building What's Next in Insurance Technology & Operations