Vice President Operations

2 weeks ago

Manila, National Capital Region, Philippines TP Full time

The Opportunity

The Senior Director/ Vice President – Insurance Operations will lead large-med scale insurance BPO delivery across multiple clients. This role is responsible for operational excellence, client satisfaction, P&L ownership, transformation initiatives, and building high-performing leadership teams across insurance processes including underwriting support, policy administration, claims, billing, and customer service.

The Senior Director/ Vice President will act as a strategic partner to clients while driving efficiency, quality, compliance, and growth within the insurance operations portfolio.

The Responsibilities & Duties

Strategic Leadership


• Own and execute the overall insurance operations strategy aligned with business objectives and client goals.


• Drive operational transformation through process re-engineering, automation, analytics, and digital enablement.


• Partner with sales and solutions teams on new client acquisition, RFP responses, and transition planning.


• Identify growth opportunities within existing accounts and support revenue expansion.

Operational Excellence & Delivery


• Provide end-to-end leadership across insurance processes including:


• Underwriting & New Business Support


• Policy Administration & Endorsements


• Claims Processing (FNOL, adjudication, settlements)


• Billing & Premium Accounting


• Customer Service & Contact Center Operations


• Ensure SLAs, KPIs, quality metrics, and compliance standards are consistently met or exceeded.


• Own P&L for assigned insurance accounts including cost optimization and margin improvement.


• Oversee multi-location delivery teams and ensure operational scalability.

Client Relationship Management


• Serve as the executive sponsor for key insurance clients.


• Build trusted advisor relationships with client leadership (VP, Director levels).


• Lead governance, QBRs, and executive reviews.


• Proactively manage risks, escalations, and service recovery.

People & Leadership


• Build, mentor, and retain strong leadership teams (Directors, Senior Managers).


• Drive a high-performance culture focused on accountability, engagement, and continuous improvement.


• Oversee workforce planning, talent development, and succession planning.


• Champion diversity, inclusion, and employee well-being initiatives.

Compliance, Risk & Governance


• Ensure adherence to insurance regulatory requirements, data privacy laws, and client-specific compliance standards.


• Partner with risk, legal, and compliance teams to mitigate operational and regulatory risks.


• Ensure audit readiness and successful internal/external audit.

The Qualifications:

  • 12+ years of experience in Insurance Operations, with at least 5+ years in a senior leadership role ( AVP /Director) within a BPO or shared services environment.
  • Strong domain expertise across P&C, Life & Annuities, or Health Insurance operations.
  • Proven experience managing large-scale operations (1,000+ FTEs preferred).
  • Demonstrated P&L ownership and financial acumen.
  • Experience leading digital transformation, automation (RPA), and process optimization initiatives.
  • Strong client management and executive communication skills.
  • Experience working with US, UK, or global insurance clients.

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