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Perform voluntary phone audits of insureds to verify information and determine premium bases; prepare accurate audit reports, communicate findings to carriers, resolve discrepancies, and meet quality and productivity targets.

Serve as the senior onshore owner for major strategic insurance accounts, translating contracts into tech-enabled operational outcomes. Lead cross-functional Pod teams through the Integrate-Optimize-Digitize lifecycle, manage SLAs/KPIs, run executive business reviews, drive expansion with Sales, and oversee onboarding and tech-enablement projects while maintaining account health and Salesforce documentation.

Lead end-to-end delivery and continuous improvement for application support, platform operations, and managed services. Ensure SLA/OLA/KPI performance, run major incident management, enforce ITIL processes, drive automation to reduce MTTR, produce executive reporting, and manage a multi-tier global team while serving as primary delivery interface to clients and stakeholders.

Lead client discovery and design end-to-end AI solutions for insurance workflows. Prototype with LLMs and low-code tools, define production specifications, partner with engineering and sales, and monitor solution outcomes to drive value and continuous improvement.