Vice President Operations (Insurance)

The Opportunity

The Senior Director/ Vice President Insurance Operations will lead large-med scale insurance BPO delivery across multiple clients. This role is responsible for operational excellence, client satisfaction, P&L ownership, transformation initiatives, and building high-performing leadership teams across insurance processes including underwriting support, policy administration, claims, billing, and customer service.

The Senior Director/ Vice President will act as a strategic partner to clients while driving efficiency, quality, compliance, and growth within the insurance operations portfolio.

The Responsibilities & Duties

Strategic Leadership

Own and execute the overall insurance operations strategy aligned with business objectives and client goals.

Drive operational transformation through process re-engineering, automation, analytics, and digital enablement.

Partner with sales and solutions teams on new client acquisition, RFP responses, and transition planning.

Identify growth opportunities within existing accounts and support revenue expansion.

Operational Excellence & Delivery

Provide end-to-end leadership across insurance processes including:

Underwriting & New Business Support

Policy Administration & Endorsements

Claims Processing (FNOL, adjudication, settlements)

Billing & Premium Accounting

Customer Service & Contact Center Operations

Ensure SLAs, KPIs, quality metrics, and compliance standards are consistently met or exceeded.

Own P&L for assigned insurance accounts including cost optimization and margin improvement.

Oversee multi-location delivery teams and ensure operational scalability.

Client Relationship Management

Serve as the executive sponsor for key insurance clients.

Build trusted advisor relationships with client leadership (VP, Director levels).

Lead governance, QBRs, and executive reviews.

Proactively manage risks, escalations, and service recovery.

People & Leadership

Build, mentor, and retain strong leadership teams (Directors, Senior Managers).

Drive a high-performance culture focused on accountability, engagement, and continuous improvement.

Oversee workforce planning, talent development, and succession planning.

Champion diversity, inclusion, and employee well-being initiatives.

Compliance, Risk & Governance

Ensure adherence to insurance regulatory requirements, data privacy laws, and client-specific compliance standards.

Partner with risk, legal, and compliance teams to mitigate operational and regulatory risks.

Ensure audit readiness and successful internal/external audit.

The Qualifications:

• 12+ years of experience in Insurance Operations, with at least 5+ years in a senior leadership role ( AVP /Director) within a BPO or shared services environment.
• Strong domain expertise across P&C, Life & Annuities, or Health Insurance operations.
• Proven experience managing large-scale operations (1,000+ FTEs preferred).
• Demonstrated P&L ownership and financial acumen.
• Experience leading digital transformation, automation (RPA), and process optimization initiatives.
• Strong client management and executive communication skills.
• Experience working with US, UK, or global insurance clients.