Head of Inforce Business

Position Overview

The Head of Inforce Business is responsible for overseeing all aspects of inforce policy administration, including financial and non-financial transactions, agency operations, and contact center support. This leader ensures seamless integration and execution of processes on Knighthead Life’s administration platform, driving operational excellence, compliance, and superior customer service across the organization.

The role requires a dynamic leader who can guide the organization through periods of rapid growth, making swift, informed decisions while designing and managing scalable processes that support expansion and evolving business needs. The leader will be based in Charlotte NC.

• Attract, motivate, and lead exceptional operational team members.
• Direct and manage all inforce policy transactions, including financial (premium payments, withdrawals, transfers, reconciliations) and non-financial (beneficiary changes, address updates, policy servicing) activities.
• Oversee agency processing, ensuring compliance with licensing, suitability, and regulatory requirements.
• Lead the integration and optimization of workflows on the company’s administration platform, collaborating with IT and business teams to enhance automation and data accuracy.

• Supervise contact center operations, ensuring prompt and accurate responses to policyholder and agent inquiries.
• Develop and maintain service standards, training programs, and quality assurance initiatives for customer-facing teams.

• Identify opportunities for automation and process improvement, leveraging existing software and related technologies to increase efficiency and reduce manual work.
• Monitor key performance indicators (KPIs) for transaction volumes, accuracy, turnaround times, and customer satisfaction.

• Ensure all inforce and agency transactions comply with all applicable regulations and company policies, including privacy, anti-fraud, and recordkeeping requirements.
• Oversee reconciliation processes for financial transactions and policy issuance.
• Recruit, train, and mentor inforce processing, agency, and contact center staff.
• Foster a culture of accountability, continuous improvement, and customer‑centricity.

• Bachelor’s degree in business, Finance, or related field (or equivalent experience).
• 7+ years of progressive experience in annuity operations, insurance, or financial services, including inforce and agency processing.
• Demonstrated expertise with insurance administration platforms and annuity product administration.
• Strong understanding of regulatory requirements for agency and inforce transactions.
• Proven leadership in managing cross‑functional teams and contact center operations.
• Excellent communication, analytical, and problem‑solving skills.
• Experience driving automation and process improvement initiatives.

• Experience with MYGA and FIA product lines.
• Familiarity with CRM and workflow management tools.
• Ability to lead in a fast‑paced, growth‑oriented environment.

Knighthead Insurance Group and its member companies are committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law.