Head of AI Process & Operations

MSIG USA continues to grow! 

Company Overview:

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Overview:

We’re seeking a dynamic and execution-focused leader to head our transformation from manual operations to AI-powered process automation. This role will lead a team of 70+ professionals currently focused on manual data entry and end to end process ownership, guiding them into a future where they become context holders, SMEs, and prompt engineers supporting enterprise-wide automation.

You’ll be responsible for implementing solutions built using modern AI tools (LLMs, agentic AI, RPA) into core insurance workflows—underwriting, policy servicing, claims—and ensuring operational excellence throughout the transition. While our technology teams define the automation strategy, you’ll be the one making it real: redesigning processes, deploying solutions, managing offshore teams, and maintaining SLA performance.

This is a hands-on leadership role for someone who thrives in execution, understands the nuances of P&C insurance, and can lead people through change.

Key Responsibilities

• Lead the implementation of AI-powered automation across operations, partnering with tech teams to deploy LLMs, agentic AI, and RPA tools.

• Redesign workflows for scalability, compliance, and AI-readiness.

• Manage performance metrics and ensure SLA adherence during transformation.

• Oversee offshore teams and optimize global delivery models.

• Collaborate with LOB leaders to align automation with business goals.

• Upskill the team into AI-literate roles (prompt engineers, automation analysts).

• Provide input to automation strategy based on operational insights.

Qualifications

• 10+ years in P&C insurance operations (underwriting, claims, policy servicing).

• Proven experience in process automation and operational transformation.

• Strong technical aptitude—comfortable with AI, RPA, and workflow tools.

• Experience managing large teams and offshore operations.

• Excellent communication and stakeholder engagement skills.

• Bachelor’s degree required; MBA or CPCU preferred.

• Lean Six Sigma or change management certification a plus.

What Success Looks Like

• Reduction in manual effort across key workflows.

• SLA performance maintained or improved during transition.

• High adoption of AI tools across the team.

• Team fully trained in AI fundamentals and prompt engineering.

• Offshore operations optimized for cost and quality.

• Business units actively engaged and aligned with automation efforts.

It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!  

It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.