Engagement Delivery Lead

Job Description Job Title: Director Level (Global Delivery Leader) Life Insurance, Annuities & Retirement (LAR) Location: Hyderabad Reporting To: Sr. Director/AVP Global Delivery Head Employment Type: Full-time 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