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.
How You Will Contribute:
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
Pay Range
$195,000 - $200,000 AnnualThe 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.
Teammate Benefits & Total Well-Being
We go beyond standard benefits, focusing on the total well-being of our teammates, including:
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.
The Power To Be Yourself
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”.