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 of Subrogation Operations to lead the day-to-day execution and performance of all subrogation recovery operations across auto, property, and casualty lines.

This is a senior operational leadership role reporting to the VP of Subrogation, working in close daily partnership with the COE Director. You will own the operational engine, driving recovery outcomes, managing frontline and supervisory teams, and ensuring KPI and SLA delivery across a portfolio of major carrier clients.

The operation spans uninsured motorist recovery, carrier-to-carrier subrogation, arbitration, and litigation recovery. Auto subrogation makes up approximately 95% of the current book, with standard personal lines carriers forming the core client base.

This is not a maintain-the-status-quo role. The division is being restructured with new leadership, new org design, and high growth ambitions. You will be expected to execute at pace, raise the bar on performance, and help build an operation that scales.

What You Will Be Doing

Operational Leadership & Execution

• Own end-to-end subrogation operations including carrier-to-carrier recovery, arbitration, and litigation workflows

• Drive daily performance across recovery rates, cycle times, quality, and client SLAs

• Lead and develop a team of managers and supervisors across onshore and offshore operations

• Ensure frontline teams are executing recovery strategies effectively across auto, property, and casualty lines

Performance & Client Delivery

• Establish and monitor KPIs to evaluate operational effectiveness, financial performance, and client outcomes

• Identify risks and opportunities, proactively implementing solutions to improve efficiency, accuracy, and recovery results

• Build and maintain strong relationships with carrier clients, acting as a credible operational partner who speaks their language

• Align service delivery with evolving client needs and contractual expectations

Continuous Improvement & Partnership

• Partner daily with the COE Director to drive ideation, prioritization, and execution of improvement initiatives across the operation

• Provide input into technology strategy, partnering with IT and product teams on system enhancements and automation

• Leverage data insights to identify trends, optimize performance, and support strategic planning

People Leadership

• Provide leadership, mentorship, and direction to management and staff within the subrogation function

• Build a high-performance culture focused on accountability, execution, and career development

• Ensure departmental policies, procedures, and controls are documented and consistently applied

What We Are Looking For

• Twelve or more years of progressive experience in property and casualty claims, with significant time spent in subrogation specifically, including auto subrogation

• At least five years in a leadership role managing multi-level teams, ideally fifty or more people with experience managing up to one hundred to two hundred

• Deep carrier background, ideally with one or more of the top fifteen US personal lines carriers such as GEICO, Progressive, State Farm, Allstate, or similar, with a strong understanding of end-to-end claims lifecycle from first notice of loss through to subrogation recovery

• Standard personal lines PNC experience preferred over substandard, commercial, or specialty lines

• Ability to walk into a room of senior claims professionals at a major carrier and hold a credible, peer-level conversation from day one

• Proven track record of driving operational performance in high-volume claims or subrogation environments

• Experience in a BPO, managed services, or outsourced insurance environment is a plus but not essential

• Bachelor's degree required

Nice to Have but Not Essential

• Experience managing offshore or nearshore teams

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

• Background in budgetary management and P&L responsibility

Why This Role

• Genuine build phase with new leadership, new org design, and a mandate to become best in class

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

• Entrepreneurial environment within an established organization, giving you the speed of a startup with the stability and client base of a larger platform

• rowing operation with recent international expansion and continued investment in people and technology