US Policy Servicing Operations Leader-AUSTIN, TX BASED

This role is based in Austin, TX, and requires the candidate to be located in Austin, Texas. It is a hybrid position with a requirement of working at least three days a week in the office.

About the role

The US Policy Servicing Operations Leader will drive the strategy, execution, and continuous improvement of policy servicing operations across a multi-country delivery model. This leader will oversee end-to-end workflow management, service delivery, and operational performance for US-based clients, partnering closely with the Global Leader for Policy Servicing and cross-functional teams (client-facing, technology, digital, data, and shared service centers) to deliver a seamless client experience.

Responsibilities

• Lead end-to-end US policy servicing operations (issuance, endorsements, certificates, renewals, invoicing, and policy checking) to ensure accuracy, timeliness, and SLA/quality adherence across Austin, Bogotá, and India.
• Own and improve performance outcomes (productivity, quality, turnaround time, and client satisfaction) through a consistent operational scorecard and disciplined management routines.
• Design and optimize the multi-country workflow operating model, including handoffs, governance, escalation paths, and controls to reduce operational risk and drive consistency.
• Build and lead a geographically distributed leadership team, drive talent development, engagement, succession planning, and retention in partnership with site leadership.
• Drive process excellence and transformation through standardization, automation, digitization, and partnership with technology teams to deploy workflow platforms, RPA, and AI-enabled solutions.
• Act as a senior operations partner to US client service teams and account leadership, supporting client reviews, governance forums, and escalations.

Requirements

• 15+ years of progressive operations leadership experience, including 7+ years leading large, multi-site or multi-country teams.
• Deep knowledge of insurance brokerage operations, specifically commercial lines policy servicing (Property & Casualty, Employee Benefits, and/or Specialty).
• Demonstrated experience leading offshore and/or nearshore delivery models, including India and Latin America.
• Proven track record delivering operational transformation, automation, and measurable performance improvement with strong financial acumen (budgeting and workforce planning).

Qualifications

• Industry designations such as CPCU, ARM, AINS, or equivalent.
• Lean Six Sigma certification (Black Belt or Master Black Belt) and a strong continuous improvement toolkit.
• Experience in a Global Capability Center (GCC) or shared services environment, with familiarity with policy administration platforms (e.g., AMS360, EPIC, Sagitta) and workflow tools.

Benefits

• Professional development opportunities and supportive leadership.
• Inclusive culture with talented colleagues and impactful work.
• Career opportunities, benefits, and rewards to enhance well-being, including health and welfare benefits, tuition assistance, 401K savings, retirement programs, and employee assistance programs.
• Performance-based incentives.

Pay

The applicable base salary range for this role is $143,500 to $305,500. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis.