SVP – Strategic BPO Partnerships & Modernization, GRS

About Liberty Mutual

At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.

In business since 1912, and headquartered in Boston, today we are the fifth largest global property and casualty insurer based on 2022 gross written premium. We also rank 86 on the Fortune 100 list of largest corporations in the US based on 2022 revenue. As of December 31, 2022, we had $50 billion in annual consolidated revenue.

We employ over 50,000 people in 29 countries and economies around the world. We offer a wide range of insurance products and services, including personal automobile, homeowners, specialty lines, reinsurance, commercial multiple-peril, workers compensation, commercial automobile, general liability, surety, and commercial property.

For more information, visit www.libertymutualinsurance.com.

About the Role

The Senior Vice President – Strategic BPO Partnerships & Modernization, GRS

This position requires deep domain expertise in the insurance industry, including a nuanced understanding of underwriting, claims, policy servicing, finance, and regulatory landscapes. The leader will work across global business units, including North America, EMEA, APAC, and LATAM, navigating regional CEO agendas, global capability centers, and matrixed functional teams to drive integrated modernization.

As a trusted advisor to GRS leadership, the SVP will lead strategic engagements with senior executives, bringing together operational strategy, partner governance, and digital transformation to enable agility, cost-efficiency, innovation, and scalability. The role demands strong executive presence, deep insurance process knowledge, and experience working with both traditional and emerging delivery models in regulated industries.

Job Duties

1. Insurance-Aligned Global BPO Strategy & Modernization Integration

• Design and execute a multi-year BPO modernization strategy tailored to insurance, spanning commercial, specialty, and reinsurance domains within Liberty GRS.
• Partner with global and regional business heads to align modernization efforts with underwriting, claims, operations, and finance transformation agendas.
• Develop future-ready delivery models that optimize cost, risk, agility, and customer experience in the insurance value chain.
• Lead business cases and investment plans grounded in insurance-specific KPIs such as combined ratio impact, claims cycle time, and regulatory compliance.

2. Partner Capability & Insurance-Relevant Performance Management

• Conduct partner capability reviews with a specific focus on insurance operating maturity, regulatory awareness, data privacy, and licensing requirements across jurisdictions.
• Deploy insurance-aligned, outcome-based performance metrics—including service levels tied to loss adjustment expenses, renewals, and operational ratios.
• Build governance frameworks that reflect insurance risk controls, business continuity, and audit preparedness, ensuring vendor alignment with Liberty’s compliance and operational resilience standards.

3. Domain-Led Innovation through Strategic Partnerships

• Embed insurance domain accelerators—such as GenAI-powered claims triaging, policy analytics, and AI-driven underwriting support—within vendor ecosystems.
• Champion modern platform solutions across the policy lifecycle, integrating with core systems like Guidewire, Duck Creek, and other PAS platforms.
• Establish co-innovation forums with vendors focused on BFSI/insurance, creating tailored digital interventions for underwriting, risk evaluation, and service operations.

4. Executive Engagement Across Insurance Value Chain

• Collaborate directly with regional COOs and Global Leaders across Liberty’s insurance businesses to co-develop modernization roadmaps.
• Act as a strategic partner to senior insurance stakeholders, translating operational opportunities into transformation initiatives with measurable P&L and customer outcomes.
• Lead cross-regional insurance forums to harmonize modernization across legacy systems, compliance obligations, and regional business needs.

5. Cross-Functional & Matrix Leadership in Insurance Context

• Lead cross-functional engagement with actuarial, product, compliance, legal, and digital innovation teams to ensure seamless modernization of insurance operations.
• Harmonize modernization efforts across multiple regional and global insurance entities, working within Liberty’s complex matrix structure.
• Resolve competing priorities and siloed initiatives by driving shared KPIs and coordinated execution across underwriting, claims, finance, and shared services.

Ideal Experience and Qualifications

• 20+ years of experience, with at least 10+ years in the insurance industry (commercial lines, specialty, global risk, or reinsurance preferred), and a proven track record of leading modernization and operations strategy in BFSI environments.
• Deep expertise in insurance operations, including policy lifecycle, underwriting, claims, and regulatory frameworks in global markets.
• Demonstrated success in managing large-scale BPO/vendor ecosystems supporting insurance operations, with responsibility for cost, quality, innovation, and transformation.
• Proven ability to drive enterprise-wide modernization through global third-party partnerships, including automation, GenAI, and platform-led operating models.
• Executive gravitas and experience influencing C-level insurance stakeholders, regional CEOs, and enterprise boards in global organizations.
• Hands-on familiarity with insurance systems (e.g., Guidewire, Duck Creek, core PAS) and data platforms relevant to policy, billing, and claims.
• Experience working in or with regulated environments, ensuring partner compliance with insurance laws, data residency, privacy, and risk obligations.
• Strong cultural dexterity and ability to lead across multi-geography, multi-function, matrixed enterprise structures.

Leadership Competencies

• Strategic & Commercial Acumen – with a deep understanding of the insurance business model.
• Insurance Modernization & Innovation – track record of evolving legacy systems and operations into future-ready digital ecosystems.
• Executive Stakeholder Influence – ability to align underwriting, claims, and operational leadership to modernization goals.
• Global Engagement & Cultural Fluency – effective leadership across geographies, especially in regulatory-heavy insurance jurisdictions.
• Operational Resilience & Regulatory Understanding – capable of embedding compliance, data protection, and risk frameworks in vendor delivery.
• Cross-Functional Collaboration – especially with actuarial, finance, legal, and claims