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
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
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Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
