Fbs Director Claims Operations & Backoffice Support Services (Insurance P&C) (Aguascalientes)

This position is expected to lead our site in the city of Aguascalientes, Mexico with a hybrid model approach, and with a scope to lead the P&C Claims operations for our Nearshore (Mexico) and Offshore (India) sites.

This role provides strategic and operational leadership for a large nearshore and offshore claims support organization, accountable for standing up, scaling, and stabilizing a multi-location claims operational support model.

The role defines the end-to-end delivery model, oversees the transition of work, and builds sustainable offshore capabilities that support long term operational effectiveness and growth.

This leader operates at scale, balancing operational performance, workforce complexity, and enterprise priorities while partnering closely with key stakeholders to enable effective claims delivery.

Key Responsibilities

• Sets and executes overall strategy by aligning priorities, service models, and outcomes to business needs and enterprise objectives.
• Leads a large nearshore and offshore organization by providing direction across varied teams while ensuring consistent execution, engagement, and people management practices.
• Oversees and integrates multiple, distinct claims support teams, with accountability for transitioning work across locations and owning stabilization.
• This role balances standardization with the unique needs of diverse, claims adjacent services while establishing scalable, centralized delivery models.
• Establishes performance measures and operating standards, monitors results, identifies risks and opportunities, and leads initiatives to improve efficiency, quality, and service effectiveness at scale.
• Leads operational change efforts affecting processes, systems, and people, while ensuring appropriate controls, compliance, and risk management are embedded in daily operations.
• Partners with cross functional stakeholders to align priorities and resolve tradeoffs, while managing budgets and exercising cost stewardship across assigned operations.

Requirements

• 9 years of experience required in a similar role leading Backoffice operations in Insurance P&C.
• Focus in Process Optimization / KPIs / SLAs with tangible results and impact.
• Full English Fluency.
• Availability to live / move to Aguascalientes.
• Property & Casualty Experience(MUST).
• Experience leading large volume teams in claims operations including recruiting, training, fostering talent and developing retention strategies(MUST).
• Technical & Business Skills
• Power BI – Intermediate
• Excel – Intermediate
• Leadership – Advanced
• Strategy – Advanced
• Operational Excellence – (Metrics, Drivers, Reports, KPIs, SLAs)
• Data Analysis – Advanced
• Decision Making Skills (Autonomy)

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Career development and training opportunities.
• Adaptable work arrangements (remote and/or office-based).
• Dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Pension Plan.
• Paid Time Off.
• Training & Development.