Senior Director BPO Office

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Brown & Brown is seeking a Senior Director of Business Process Outstanding (BPO) to join our growing team! This role provides enterprise leadership for the strategy, governance, and performance of outsourced insurance operations. This role is accountable for ensuring BPO partnerships deliver high-quality, compliant, and cost-effective services across core insurance functions, including claims, policy administration, underwriting support, customer service, billing, and back-office operations.

The Senior Director partners with executive leadership to drive operational scalability, risk mitigation, and continuous improvement while enhancing policyholder experience.

• Define and execute the enterprise BPO strategy for insurance operations, aligned with business growth, regulatory requirements, and financial objectives
• Establish governance frameworks, operating models, escalation paths, and performance standards for all insurance BPO engagements
• Lead vendor selection, RFPs, contract negotiations, renewals, and exit strategies
• Ensure compliance with insurance regulations, data privacy laws, and internal risk and control frameworks
• Own executive-level relationships with global BPO providers supporting insurance operations
• Drive accountability through SLAs, KPIs, quality metrics, and regulatory performance indicators
• Lead quarterly and annual executive business reviews with vendors
• Oversee business continuity planning, disaster recovery, and risk mitigation strategies
• Provide leadership oversight for outsourced insurance functions, including but not limited to:
• Claims intake, adjudication support, subrogation, and recoveries
• Policy administration and servicing
• Underwriting and rating support
• Customer contact centers and digital support
• Billing, premium processing, and back-office operations
• Ensure seamless integration between internal insurance teams and external service providers
• Drive enterprise-wide process standardization and best practices across outsourced insurance operations
• Lead large-scale transitions, migrations, and expansions of outsourced work
• Champion automation, analytics, AI, and workflow technologies to improve quality, cycle time, and cost efficiency
• Partner with IT and Transformation teams to modernize claims and policy operations
• Own multi-million-dollar BPO budgets, forecasts, and long-term financial planning
• Track cost-per-transaction, productivity, and ROI across BPO engagements
• Identify and deliver cost optimization and value creation initiatives
• Provide executive-level reporting, insights, and recommendations
• Lead and develop a high-performing BPO leadership and vendor management team
• Partner with Claims, Underwriting, Customer Experience, Finance, Legal, Compliance, Risk, IT, and Security leaders
• Influence senior executives with data-driven insights and strategic recommendations
• Lead change management initiatives related to outsourcing, regulatory change, or operational transformation

$195,000 - $200,000 Annual

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

• Health Benefits:
  
  Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits:
  
  ESPP; 401k;
  Student Loan Assistance;
  Tuition Reimbursement
• Mental Health & Wellness:
  Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits:
  Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.