Chief Operating Officer — Interim, Insurance Operations GCC

The mandate

An accelerated captive migration produced a 68,000-claim backlog, missed vulnerability flags and regulator complaints. The operations chief was asked to leave when reported productivity excluded rework and unallocated queues.

The interim must arrive inside two weeks for fifteen months, encompassing backlog recovery, automation repair and control validation. The permanent search launches after backlog falls below twenty days, providing two months of overlap before release.

Handover requires ninety-five per cent of claims inside service standard, zero overdue vulnerable-customer cases, rework below four per cent, and a successor who has signed two quarters of operational-control certification.

The COO may rebalance teams, authorise overtime within ₹1 crore, pause defective automation and settle operational exceptions below ₹20 lakh. Claim-reserve policy, customer settlements above threshold and workforce reductions exceeding fifty roles require global approval; underwriting decisions are expressly excluded.

New product design, distribution economics and enterprise core-platform replacement are outside scope. The mandate is to make migrated operations accurate, humane and governable, not to redefine the insurer.

Why this seat is open

The backlog revealed misleading productivity definitions and inadequate customer-risk escalation. Continuing with the existing leader would not restore regulator or employee confidence. The board wants a temporary operator who can expose true work, clear it safely and leave a permanent COO with tested controls.

What you will own

• Reconstruct all queues by claim age, complexity, vulnerability, financial exposure and true rework demand.
• Decide recovery staffing and triage so urgent customer cases move without hiding aged ordinary claims.
• Stop or restrict automation whose error rate, explainability or control ownership fails the agreed tolerance.
• Establish daily claims control linking receipts, allocation, decision, payment, complaint and quality evidence.
• Validate productivity on completed right-first-time outcomes rather than touches or gross closures.
• Certify operational risk monthly to global claims leadership and expose every threshold breach.
• Transfer the operating model after the successor completes two quarterly certification cycles.

Candidate qualifications

• More than twenty-two years in insurance claims or policy operations, including large captive or GCC leadership.
• Recovered a claims backlog above 30,000 cases while improving quality and vulnerable-customer outcomes.
• Strong understanding of claims controls, reserve boundaries, complaints, conduct risk and operational resilience.
• Experience governing robotic or AI-assisted claims processing with explicit human intervention and error controls.
• Ability to distinguish sustainable productivity from queue movement, overtime dependence and hidden rework.
• Direct engagement with global regulated-entity executives or supervisors during material service deterioration.

Non-negotiables

• Can take the Bengaluru role within two weeks and cover global governance hours.
• Passes enhanced screening for access to policyholder and claims data.
• No active assignment with competing insurers or automation providers used by the centre.
• Available for fifteen months of exclusive operating accountability.

1. 49 words maximum. Confirm your earliest start and ability to work across Bengaluru and global claims hours.
2. 49 words maximum. What claims backlog did you inherit, and what right-first-time result remained after clearance?
3. 49 words maximum. Which automation did you pause because customer or control risk outweighed throughput?