BPO Associate Director

BPO Associate Director

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a BPO Associate Director to join our team.

Associate Director- Claims

Job Summary

We are seeking a highly motivated and strategic Associate Director to provide leadership, operational oversight, and client-focused business solutions for our life insurance claims department. This role is responsible for driving organizational performance through effective leadership of managers and team leaders, ensuring operational excellence, financial accountability, and exceptional client service delivery.

Must Live in Continental United States

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

Salary for this role is $113,000 per year

Required Qualifications

• Deep knowledge of life insurance contracts, contestability periods, beneficiary validation and regulatory requirements
• 5 years of progressive life insurance claims experience including prior leadership experience, including direct management of leaders and multiple functional teams.
• Demonstrated success managing budgets, financial performance, and operational initiatives.
• Experience leading client-facing programs, business operations, or strategic projects.
• Strong understanding of project management principles and methodologies.
• Experience managing large-scale operations and enterprise-level clients.
• Proven success leading organizational transformation initiatives.
• Education: High school diploma or higher.
• Certifications: Industry designations life FLMI (Fellow, Life Management Institute) or ICA (Insurance Claim Association) are preferred.
• 3 years of leadership experience managing claims teams, supervisors, and/or managers.
• Comprehensive knowledge of medical claims processing, adjudication, payment methodologies, benefits administration, and claims lifecycle management.
• Strong understanding of healthcare regulations, including HIPAA, CMS guidelines, Medicare, Medicaid, and commercial insurance practices
• Proven ability to analyze claims data, identify trends, and drive operational efficiencies while maintaining compliance and service standards.

Required Skills

• Advanced influencing, negotiation, and communication skills.
• Exceptional leadership and team development capabilities.
• Advanced client service and stakeholder management expertise.
• Strong analytical and critical-thinking abilities.
• Excellent problem-solving and decision-making skills.
• Advanced knowledge and application of project management methodologies.
• Strong organizational and time management skills.
• Excellent budgeting, forecasting, and P&L management experience
• Ability to develop and implement comprehensive operational and strategic plans.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong executive presentation and business writing skills

Responsibilities

• Provide leadership and direction to assigned departments through subordinate managers and team leaders.
• Develop and execute operational strategies aligned with organizational goals and objectives.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Monitor departmental performance metrics and implement corrective actions when necessary.
• Lead change management initiatives and support organizational growth strategies.
• Serve as a primary point of contact for key clients and executive stakeholders.
• Build and maintain strong client relationships through proactive communication and exceptional service delivery.
• Lead discussions to determine project scope, business requirements, and strategic objectives.
• Develop proposals, presentations, and business cases for client and executive review.
• Present recommendations, solutions, and performance outcomes to senior leadership and clients.
• Manage departmental budgets and financial performance.
• Analyze budget variances and identify trends, risks, and improvement opportunities.
• Participate in the development and execution of action plans to achieve financial targets.
• Ensure responsible resource allocation and cost management practices.
• Monitor profitability and maintain accountability for P&L performance.
• Lead large-scale and complex initiatives from planning through implementation.
• Apply advanced project management methodologies to ensure successful delivery of business objectives.
• Develop comprehensive operational and strategic plans that support long-term organizational success.
• Collaborate with cross-functional partners to drive business improvements and operational efficiencies.
• Identify business risks and develop mitigation strategies.

Must Pass Drug screen

Must Pass a background check with Education check and employment verification check.

This job posting is for active vacancies. Applications are pre-screened using artificial intelligence technology and reviewed by NTT DATA recruiters.

Remote Working and Technology Requirements

To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.

Technology

• NTT DATA will provide a computer and headset for remote work.
• Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
• Failure to return equipment may result in collection actions and/or other consequences.
• Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
• A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.

Technical Performance and Issue Tracking

• Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
• Remote employees must adhere to all technical support procedures and protocols.
• Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.

Remote Workspace

Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.

• Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.
• The workspace must be a permanent, unencumbered location used daily for work.
• Employees must work with minimal distractions that do not interfere with business operations or service delivery.
• Ideally, the workspace is isolated from other household members and used exclusively for job duties.
• Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
• Employees must work from the same location consistently unless prior approval is obtained.
• If a change in work location is necessary:
• The new location must meet all Remote Workspace and Technology Requirements.
• Notification to NTT DATA Management is required before relocating

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide