Role Overview
We are looking for an experienced Operations Head with strong expertise in US P&C Insurance, Reinsurance and BPO operations to lead large-scale insurance operations, manage client relationships, drive operational excellence, and deliver transformation initiatives.
The ideal candidate should have a strong understanding of Commercial P&C Insurance, Underwriting, Policy Administration, Claims, Reinsurance and Insurance BPO processes, along with proven experience managing large teams and global clients.
Key Responsibilities
- Lead end-to-end P&C Insurance and Reinsurance operations across multiple processes and client accounts.
- Manage large-scale BPO/GBS insurance operations, including workforce planning, capacity management, productivity and SLA governance.
- Oversee processes such as Underwriting Support, Policy Administration, Renewals, Endorsements, Claims, Billing, Premiums, Collections and Reinsurance Operations.
- Provide operational leadership across Commercial Property, General Liability, Commercial Auto, Workers' Compensation and other P&C lines.
- Manage Treaty and Facultative Reinsurance operations, including premium processing, bordereaux, settlements, reconciliations and claims-related activities.
- Own key client SLAs, KPIs, quality metrics, productivity, TAT and operational performance.
- Build and maintain strong relationships with US insurance carriers, brokers, reinsurers and global clients.
- Lead large teams through multiple layers of management, including Managers, Team Leaders and Operations teams.
- Drive process standardization, continuous improvement, automation and digital transformation across insurance operations.
- Identify opportunities for AI, RPA and workflow automation to improve productivity, quality and turnaround time.
- Own P&L / financial performance, budgeting, cost optimization and resource utilization where applicable.
- Establish robust quality, risk, compliance and governance frameworks.
- Drive transition and migration of new processes/accounts, including process transition, stabilization and ramp-up.
- Partner with Sales, Solutions, Technology and Transformation teams for RFPs, new business opportunities and client expansion.
- Prepare and present operational reviews and business performance dashboards to senior leadership and clients.
- Ensure adherence to insurance regulations, client-specific guidelines, information security and compliance requirements.
