Director, Inforce Administration

iA Financial Group (Industrial Alliance)•Waco, TX

2d•Hybrid

About The Position

Are you passionate about financial security and eager to help clients feel confident about their future? As Director, Inforce Administration, you’ll lead operational excellence and elevate client experience across our Individual Insurance in-force Claims Services. This role ensures seamless service delivery, regulatory compliance, and continuous improvement across all inforce operations to include reinsurance responsibility and support. Responsible for driving and achieving results that align with company vision, values, KPI’S, profitability and growth goals. The Director collaborates closely with executive leadership and cross-functional teams to deliver an exceptional experience for clients, agents, and internal stakeholders. Preference given to candidates based in Waco, but we are open to considering candidates who live near Waco and are willing to commute into the office or willing to relocate.

Requirements

Practices strategic thinking, with the ability to set direction, anticipate challenges, and drive operational improvements.
Has a collective mindset, working effectively with executive leadership, cross-functional teams, and external partners.
Demonstrates strong ability to foster high performance, accountability, and continuous improvement among managers and staff.
Responds well to industry changes, regulatory updates, and evolving business needs.
Strong knowledge of Individual Insurance products, reinsurance processes, industry regulations, and best practices.
Has a minimum of 10 years of progressive leadership in insurance operations, with strong expertise in Individual Insurance claims, customer service, and premium accounting.

Responsibilities

Provide strategic direction and oversight for the Client Experience, Claims, and Premium Accounting teams, ensuring all service, quality, and production standards are met or exceeded.
Identify opportunities to move the processes forward driving efficiency.
Collaborate extensively with Sales, Actuarial, Reinsurance and Executive Teams on a variety of topics and will be expected to bring extensive subject matter expertise to efforts.
Lead, mentor, and develop department managers and staff, fostering a culture of high performance, accountability, and continuous improvement.
Drive digital transformation and operational strategy for Inforce Operations by optimizing systems, processes, and policies for efficiency and superior customer experience.
Oversee the measurement and reporting of key performance indicators (KPIs) for all departments; analyze trends and drive initiatives for improvement.
Ensure compliance with all company guidelines, regulatory requirements, and contractual obligations through robust documentation and verification systems.
Serve as the primary escalation point for complex or sensitive client, agent, or operational issues, ensuring timely and effective resolution.
Lead cross-functional projects and initiatives to support the growth and sustainability of the inforce insurance business.
Represent the department and company in both internal and external forums.
Monitor and ensure the accuracy and timeliness of all financial and operational reporting, including audits and regulatory examinations.
Work with department leadership to advance current audit disciplines.