Assistant Vice President - Operations
The Assistant 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.
- Ensure that the assigned targets in accordance with SLA are met
- Ensure that the quality of the transactions is in compliance with predefined parameters
- Ensure claim costs is controlled and leakage kept at a minimum
- Ensure accuracy of reserves and payments and manage lifecycle of claims
- Ensure adherence to Company Policies and Procedures
- Managing calls – both inbound and outbound as well as all other correspondence on claims
- Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
- Any other essential function that may occur from time to time as directed by the Supervisor
- Key responsibilities include:
- Providing strategic leadership and operational oversight for insurance BPO accounts.
- Driving process optimization, automation, and continuous improvement to meet SLAs, KPIs, and compliance standards.
- Building and maintaining strong client partnerships through effective governance, reporting, and business reviews.
- Leading and developing a high-performing management team to ensure employee engagement, retention, and professional growth.
- Collaborating cross-functionally with Quality, Training, Technology, and HR to deliver seamless operations and superior customer experience.
- Ensuring risk management, adherence to insurance regulations, and implementation of best practices in data security and compliance.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.
Castle Group
Facility Solutions Group, Inc.
WSP