Director, Policy Administration

Kemper•Chicago, MO

2d•Hybrid

About The Position

The Director of Policy Administration drives operational excellence and influences strategy while leading daily operations across Policy Services, Agency Experience, Billing, Records Management, FNOL, and Contact Center functions for Kemper Life. The role ensures efficient, compliant, and high-quality service to agents and policyholders while driving operational improvements and supporting business objectives. The Director leads geographically dispersed teams, including remote and offshore resources, and partners with business leaders to improve processes, leverage technology, and enhance the customer and agency experience. This is a hybrid role based in Kemper’s Chesterfield, Missouri, or Chicago, Illinois, office.

Requirements

Bachelor’s degree or insurance-related experience.
8+ years of progressive experience in insurance operations, preferably within Life, A&H, and P&C.
3+ years of people leadership experience.
Demonstrated success leading large-scale operational teams, including multi-location, remote U.S., St. Louis-based, and offshore/BPO models, with experience overseeing contact center functions.
Proven track record of driving process transformations and technology-enabled change.
Strong leadership, coaching, communication, and team development skills.
Knowledge of insurance policy administration, billing, agency support, and contact center operations.
Strong analytical, problem-solving, and financial management skills with the ability to drive operational performance.
Ability to manage competing priorities, implement change, and collaborate effectively across business functions.

Responsibilities

Oversee daily operations across multiple support functions, ensuring service quality, efficiency, and regulatory compliance.
Lead and develop managers and teams across multiple locations, fostering accountability, employee engagement, and consistent operational performance.
Monitor operational metrics, service levels, and budgets to identify opportunities for improved productivity, cost management, and customer satisfaction.
Translate data into actionable insights and drive continuous improvements.
Identify and lead implementation of process improvements, automation, and technology solutions to streamline operations, improve accuracy, and enhance the agent and policyholder experience.
Partner with Distribution, IT, Claims, Underwriting, Compliance, and other business functions to execute operational initiatives and support business priorities.