Description
We are seeking an experienced leader to head our FBS (Farmer Business Services) team in Aguascalientes, Mexico. As FBS Director Claims Operations & Backoffice Support Services (Insurance P&C), you will be responsible for leading our site in the city of Aguascalientes, Mexico with a hybrid model approach, and with a scope to lead the P&C Claims operations for our Nearshore (Mexico) and Offshore (India) sites.
This role provides strategic and operational leadership for a large nearshore and offshore claims support organization, accountable for standing up, scaling, and stabilizing a multi-location claims operational support model. The role defines the end-to-end delivery model, oversees the transition of work, and builds sustainable offshore capabilities that support long term operational effectiveness and growth.
Key Responsibilities:
- Sets and executes overall strategy by aligning priorities, service models, and outcomes to business needs and enterprise objectives.
- Leads a large nearshore and offshore organization by providing direction across varied teams while ensuring consistent execution, engagement, and people management practices.
- Oversees and integrates multiple, distinct claims support teams, with accountability for transitioning work across locations and owning stabilization.
- Balances standardization with the unique needs of diverse, claims adjacent services while establishing scalable, centralized delivery models.
- Establishes performance measures and operating standards, monitors results, identifies risks and opportunities, and leads initiatives to improve efficiency, quality, and service effectiveness at scale.
- Leads operational change efforts affecting processes, systems, and people, while ensuring appropriate controls, compliance, and risk management are embedded in daily operations.
- Partners with cross-functional stakeholders to align priorities and resolve trade-offs, while managing budgets and exercising cost stewardship across assigned operations.
Requirements:
- 9 years of experience required in a similar role leading Backoffice operations in Insurance P&C
- Focus in Process Optimization / KPIs / SLAs with tangible results and impact
- Full English Fluency
- Availability to live/move to Aguascalientes
- Property & Casualty Experience (MUST)
- Experience leading large volume teams in claims operations including, recruiting, training, fostering talent and developing retention strategies. (MUST)
Technical & Business Skills:
- Power BI - Intermediate
- Excel - Intermediate
- Leadership - Advanced
- Strategy - Advanced
- Operational Excellence – (Metrics, Drivers, Reports, KPIs, SLAs) - Data Analysis, Advance
- Decision Making Skills (Autonomy)
Benefits:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development