Job Description

Job Title:

Director Level (Global Delivery Leader) - Life Insurance, Annuities & Retirement (LAR)

Location:

Hyderabad

Reporting To:

Sr. Director/AVP - Global Delivery Head

Employment Type:

Full-time

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 & 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