Director, Integrated Solutions - Insurance

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Job Summary

The Director of Integrated Solutions leads the design and delivery of transformative BPO solutions across the Insurance industry, with a focus on Property & Casualty, Life, Disability, and Specialty insurance. The Director of Integrated Solutions creates scalable, compliant, and value-driven customer experience strategies for insurers and third-party administrators, helping them enhance policyholder engagement, improve operational efficiency, and support digital transformation initiatives. 

Primary Job Responsibilities

 

• Design End-to-End Insurance Solutions: Develop integrated BPO solutions for policy servicing, billing, new business processing, underwriting support, claims management, agent/broker support, and customer care.

• Ensure Regulatory Alignment: Build solutions that comply with relevant insurance laws, regulations, and data protection standards, including:

o NAIC Model Laws & Guidelines

o State Department of Insurance (DOI) regulations

o Gramm-Leach-Bliley Act (GLBA)

o Fair Credit Reporting Act (FCRA)

o Unfair Claims Settlement Practices Acts (UCSPA)

o Insurance Fraud Prevention regulations

o Data privacy regulations like CCPA and GDPR (as applicable)

• Client Engagement & Discovery: Conduct discovery with insurance clients to understand their unique challenges and opportunities, including digital readiness, channel strategies, regulatory obligations, and CX goals.

• Collaborate Across Teams: Partner with Legal, Compliance, Operations, Product, Technology, Sales, and Delivery teams to co-create viable, effective, and compliant solutions. Ensure successful transition to implementation.

• Lead Proposal and Commercial Development: Create compelling RFP responses, solution documents, ROI models, and service presentations aligned with insurer goals and operating environments.

• Incorporate Technology & Innovation: Integrate tools like RPA, AI/GenAI, analytics, self-service portals, intelligent routing, fraud detection, and omnichannel solutions into your designs to improve cycle times and policyholder experiences.

• Stay Ahead of Industry Trends: Monitor developments in insurtech, digital claims, embedded insurance, telematics, and policyholder engagement best practices. Use insights to guide solution evolution and client consultation.

• Support Client-Facing Activities: Represent Foundever™ in presentations, due diligence sessions, and solution workshops with senior insurance stakeholders, underwriters, claims leaders, and CX teams.

• Protect company assets, systems, proprietary and confidential information in accordance with Foundever Associate Agreement. 

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s policy.

 

Qualifications

• 4–6 years of experience in the insurance industry with a focus on solution design, BPO operations, client services, or business development 

• Experience working with carriers in P&C, life, disability, or specialty insurance domains.

• Bachelor’s degree or equivalent professional experience.

• Certifications Preferred:  

o Associate in General Insurance (AINS) – The Institutes

o Certified Insurance Service Representative (CISR)

o Chartered Property Casualty Underwriter (CPCU)

o Project Management Professional (PMP)

• Strong knowledge of insurance operations, customer lifecycles, claims processes, and regulatory frameworks.

• Familiarity with core insurance systems (e.g., Guidewire, Duck Creek, Majesco), and contact center or case management platforms.

• Strong commercial acumen with the ability to build cost-effective, scalable solutions aligned with business goals.

• Proficiency in CRM systems, healthcare platforms (e.g., Epic, Cerner, Availity), and analytics tools.

• Strong commercial acumen and solution-selling experience.

• Strategic Thinking:   Ability to develop and implement long-term strategies that align with business goals and industry developments.

• Cross-Functional Collaboration: Ability to work effectively with various teams, including IT, operations, compliance, and sales, to ensure int