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 & 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
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
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