Claims Transformation Associate Director

Key Responsibilities

Transformation Strategy & Delivery

• Define and execute the Claims Operations transformation roadmap aligned with business and operational objectives.
• Identify opportunities to simplify, standardize and automate end-to-end claims processes.
• Lead large-scale transformation initiatives from business case development through implementation and benefits realization.
• Drive operational excellence initiatives to improve productivity, service quality, customer experience and cost efficiency.

Claims Automation & AI Adoption

• Champion the adoption of AI, machine learning, workflow automation, OCR, intelligent document processing, robotic process automation (RPA), and generative AI solutions across claims operations.
• Partner with business, technology, data, and analytics teams to develop and deploy innovative digital solutions.
• Evaluate emerging technologies and industry best practices to accelerate claims automation and straight-through processing capabilities.
• Establish measurement frameworks to track automation effectiveness, operational benefits, and customer outcomes.

Stakeholder Management

• Act as a trusted advisor to senior management and key stakeholders on transformation priorities and digital opportunities.
• Collaborate closely with Claims, Underwriting, Customer Service, Compliance, Risk, Technology, and Data teams.
• Influence and drive change across multiple functions while managing competing priorities and business expectations.

Team Leadership

• Build, lead, and develop a high-performing transformation team.
• Foster a culture of innovation, continuous improvement, and data-driven decision making.
• Coach and mentor team members on transformation methodologies, automation technologies, and change management practices.

Governance & Change Management

• Establish appropriate governance, risk management, and control frameworks for transformation initiatives.
• Ensure automation and AI solutions comply with regulatory requirements, operational risk standards, and company policies.
• Lead change management activities to drive successful adoption across business users and operational teams.

Requirements

Essential Experience

• Bachelor's degree in Business Administration, Operations Management, Insurance, Technology, Data Science, or related disciplines.

• 10+ years of experience in life insurance operations, claims management, operational excellence, consulting, or transformation roles.

• Proven track record leading claims automation and digital transformation initiatives within life insurance, health insurance, or financial services.

• Hands-on experience implementing automation technologies such as:

  • RPA (e.g. UiPath, Automation Anywhere, Blue Prism)
  • Workflow and BPM solutions
  • OCR and Intelligent Document Processing
  • AI / Machine Learning solutions
  • Generative AI applications

• Demonstrated success managing complex cross-functional transformation programs and delivering measurable business outcomes.

• Strong people leadership experience, including managing and developing teams.

Preferred Qualifications

• Deep understanding of life insurance claims operations and customer journeys.
• Experience in Lean Six Sigma, Operational Excellence, Agile delivery, or process re-engineering.
• Exposure to data analytics, predictive modelling, and customer experience transformation initiatives.
• Experience engaging with regional stakeholders and working within a multinational insurance environment.
• Relevant certifications such as Lean Six Sigma, PMP, Agile, UiPath, or AI-related certifications would be advantageous.