Director, Policy Administration

Location(s) Chesterfield, Missouri, Chicago, Illinois

Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs.

By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.

The Director of Policy Administration is responsible for driving operational excellence and influencing strategy while leading daily operations across Policy Services, Agency Experience, Billing, Records Management, FNOL, and Contact Center functions for Kemper Life. This 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.

• 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.

• Bachelor’s degree or Insurance-related experience.
• 8+ years of progressive experience in insurance operations, preferably within Life, A&H and P&C, including 3+ years of people leadership experience.
• Demonstrated success leading large-scale operational teams, including multi-location, remote US, 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.

Sponsorship is not accepted for this opportunity.

The range for this position is $111,900 to $186,700. When determining candidate offers, we consider experience, skills, education, certifications, and geographic location among other factors.

This job is eligible for an annual discretionary bonus and Kemper benefits (Medical, Dental, Vision, PTO, 401k, etc.)

This is a hybrid role that can be performed from Kemper's Chesterfield, MO, or Chicago, IL, office.

Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination.

Kemper is focused on expanding our Diversity, Equity and Inclusion efforts to align with our vision, mission, and guiding principles.

Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee. Kemper will never request personal information, such as your social security number or banking…