Head of AI Process & Operations

MSIG USA continues to grow! 

Company Overview:

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Overview:

We’re seeking a dynamic and execution-focused leader to head our transformation from manual operations to AI-powered process automation. This role will lead a team of 70+ professionals currently focused on manual data entry and end to end process ownership, guiding them into a future where they become context holders, SMEs, and prompt engineers supporting enterprise-wide automation.

You’ll be responsible for implementing solutions built using modern AI tools (LLMs, agentic AI, RPA) into core insurance workflows—underwriting, policy servicing, claims—and ensuring operational excellence throughout the transition. While our technology teams define the automation strategy, you’ll be the one making it real: redesigning processes, deploying solutions, managing offshore teams, and maintaining SLA performance.

This is a hands-on leadership role for someone who thrives in execution, understands the nuances of P&C insurance, and can lead people through change.

Key Responsibilities

• Lead the implementation of AI-powered automation across operations, partnering with tech teams to deploy LLMs, agentic AI, and RPA tools.

• Redesign workflows for scalability, compliance, and AI-readiness.

• Manage performance metrics and ensure SLA adherence during transformation.

• Oversee offshore teams and optimize global delivery models.

• Collaborate with LOB leaders to align automation with business goals.

• Upskill the team into AI-literate roles (prompt engineers, automation analysts).

• Provide