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.
- Strong 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 prospect?
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