About the Company

Our client is a leading global contact center and customer engagement solutions provider in the BPO industry. With over 13,000 employees across the US, Philippines, and Mexico, they serve some of the world's most recognized brands across telecommunications, insurance, healthcare, and retail.

They're on a strong growth path, driven by a culture of integrity, innovation, and collaboration. Employees are empowered to make an impact—both in the workplace and the community.

Their insurance division specializes in property and casualty claims and subrogation recovery on behalf of major carriers. With over 200 people in its subrogation division and recent expansion into the Philippines, the organization is in a genuine build phase, investing in new leadership, technology, and operating models to become best in class.

The culture is entrepreneurial, fast-moving, and hands-on. Leaders are expected to own outcomes, drive performance, and help shape the direction of a growing operation. If you want to be part of building something rather than maintaining it, this is the environment.

About the Role

We are hiring a Director, Subrogation Center of Excellence to lead the enablement, continuous improvement, and change management engine that supports the entire subrogation operation.

This is a newly created role reporting to the VP of Subrogation, working in close daily partnership with the Operations Director. While the Operations Director owns execution, you will own the how and the better. Your focus will be on building and leading the teams, frameworks, and initiatives that drive quality, training, workforce management, technology adoption, and process improvement across the operation.

This is the first dedicated COE Director for the subrogation division. You will be building the function from the ground up, starting with a small team and growing it as the operation scales and the value of the investment is realized. You will need to be hands-on in the early stages while thinking strategically about where the operation needs to go.

The role requires someone who can work collaboratively across the broader organization to advocate for and secure resources, align with corporate functions, and drive outcomes through influence rather than just authority. Communication, innovation, and the ability to bring people together around a shared plan will be just as important as technical claims knowledge.

What You Will Be Doing

Continuous Improvement & Change Management

• Design and execute scalable operating models that improve recovery outcomes, efficiency, and KPI and SLA performance

• Lead enterprise-wide process improvement initiatives, identifying opportunities to simplify workflows, eliminate inefficiencies, and standardize best practices

• Drive change management across the subrogation operation, ensuring improvement initiatives translate into sustained performance gains

• Partner daily with the Operations Director to prioritize and deliver improvement initiatives that directly impact results

Enablement & Capability Building

• Build and lead the quality assurance, training, and workforce management functions within the subrogation division

• Develop scalable training and workforce enablement programs that support process changes, technology adoption, and leadership development

• Own and govern SOPs, process documentation, and knowledge repositories to ensure clarity, consistency, and scalability

Technology & Innovation

• Drive technology enablement and adoption by partnering with Operations, IT, and Product teams to implement tools, automation, and system enhancements

• Serve as the enterprise subject matter expert on subrogation systems, regulatory requirements, and operational best practices

• Analyze operational, audit, and performance data to identify root causes, risks, and improvement opportunities

Cross-Functional Collaboration & Advocacy

• Work across the broader organization to advocate for resources, align with corporate functions such as training and technology, and drive outcomes through collaboration

• Support client audits and performance discussions, ensuring quality standards align with contractual and service expectations

• Act as the connective tissue between the subrogation division and the wider business, bringing together untapped resources to drive outcomes

People Leadership

• Develop and lead a growing team across quality, training, workforce management, and process improvement

• Foster a culture of accountability, innovation, and continuous improvement

• Build the team from a small core today into a fully scaled enablement function as the operation grows

What We Are Looking For

• Twelve or more years of progressive experience in property and casualty claims, with exposure to subrogation and a strong understanding of end-to-end claims processes including auto

• Deep carrier background, ideally with one or more recognized US personal lines carriers, with experience in operational support, corporate enablement, or center of excellence type functions rather than purely frontline claims execution

• Demonstrated experience in at least several of the following disciplines: training design and delivery, quality assurance and audit, workforce management, process improvement, technology implementation, or strategic project delivery

• Proven ability to build teams and functions from the ground up in a fast-moving environment

• Strong communicator and collaborator who can influence across functions, advocate for resources, and drive change through partnership rather than authority alone

• Innovative mindset with the ability to see how different pieces fit together and design scalable solutions

• Standard personal lines PNC experience preferred

• Bachelor's degree required

Nice to Have but Not Essential

• Experience managing offshore or nearshore operations

• Familiarity with Arbitration Forums platforms such as E-Subro Hub and TRS

• Background in BPO, managed services, or outsourced insurance environments

• Adjuster licensure

Why This Role

• First ever COE Director for the subrogation division with a mandate to build the function from scratch

• Genuine build phase with new leadership, new org design, and high growth ambitions

• Direct line to VP-level leadership with a clear trajectory to VP for the right person

• Entrepreneurial environment within an established organization where you can move fast, make decisions, and see direct impact

• Growing operation with international expansion and continued investment in people and technology