Job Description

The Vice President for Insurance Operations is responsible for leading, managing, and scaling end-to-end BPO operations for Retirements account - Defined Contributions and Defined Benefits, ensuring excellence in service delivery, compliance, and client satisfaction. This role oversees multiple functions including claims processing, policy administration, underwriting support, and customer service operations. The Director drives operational efficiency, quality assurance, and workforce management while ensuring alignment with client requirements, regulatory standards, and organizational goals. The ideal candidate is a results-driven leader with extensive experience in Retirements account - Defined Contributions and Defined Benefitswithin the BPO industry, a strong track record of delivering operational excellence, and proven ability to manage large, complex teams while building trusted client relationships.

• Leads at least 2 to 5 client operations/ programs within the Philippines and possibly other geos
• Serve as primary client day-to-day contact and ensures client requirements are defined and met, this holds true for all contractual SLAs and KPIs too.
• Provides thought leadership and delivers business insights to identify and resolve complex issues critical to their clients’ success
• Owns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all technology and transition project goals are met
• Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance
• Interacts regularly with senior EXL partners and clients stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables
• Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities
• Actively contributes to business development and to attracting, retaining, developing, and motivating a team of diverse and qualified staff
• Track risks and development risk mitigation and risk avoidance strategies
• Train, develop and manage a team professional with varying degrees of experience by developing and executing on individual professional development plans for each team members
• Appropriately manage severity exposures in a timely manner, including but not limited to early identification and reporting of a severity exposure, and the development and execution of investigation, evaluation, and resolution strategies.
• Adhere to individual authority grants, all statutory and regulatory requirements, fair claim practices and local compliance requirements, including licensing
• Lead client discussions during due diligence and implementation phase to articulate specific operational requirements for setup and steady state deployment
• Ability to use metrics and data to drive and assure continuous improvement and increased efficiencies
• Work collaboratively with client stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectation
• Promote a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. S/he will also coordinate resolution of issues through the use of change management and consensus building.
• Oversee program invoicing, cost measures and profitability.

• Minimum 5 years of experience leading and managing Retirement Service Account operations in progressively increasing leadership roles, within Life and/ or Annuity insurance with proven track record
• Innovative and creative leadership skills. Ability to lead & manage in a proactive and engaged manner
• Strong management skills. Exceptional ability to build sustainable relationships quickly and to hold people accountable
• Bachelor’s Degree required, other advanced degree or designation a plus
• Knowledge in Digital and AI mandatory
• Microsoft Office (Word, Excel, PowerPoint) and Microsoft Outlook proficiency and Internet proficiency
• This role requires up to 50% travel based on client, project, and pandemic status.
• Experience in managing cross functional global teams