BPO Director

Inspire and lead a team of compliance analysts and investigators. Foster a culture of accountability, continuous improvement, and professional growth. Provide coaching, mentoring, and performance feedback to direct reports. Maintain up-to-date knowledge of regulatory requirements related to life and health insurance. Provide guidance on complex complaint cases and ensure appropriate resolution strategies. Minimum 10-12 years in compliance, investigations, or regulatory affairs within the life or health insurance industry. Includes minimum 5-7 years managerial and leadership experience Proven experience managing teams and driving performance in a regulated environment. Strong background in policyholder complaint investigations and response letter drafting. Exceptional leadership and people management skills. Strong analytical and problem-solving abilities. Excellent written and verbal communication skills. Ability to manage multiple priorities and meet deadlines. Proficiency in compliance systems, case management tools, and Microsoft Office Suite. Bachelor's degree in Business, Law, Healthcare Administration, or related field (Master's or JD preferred). Experience with regulatory bodies such as state insurance departments. Familiarity with complaint handling standards under NAIC guidelines. Ensure all complaint investigations and response letters meet service level agreements (SLAs) for quality and timeliness. Develop and refine workflows, templates, and tools to support investigation and response activities. Partner with Legal, Claims, Customer Service, and other departments to ensure consistent and compliant handling of complaints. Serve as a liaison between compliance and operational teams to align goals and resolve escalated issues.