Director, Policy Administration

Merastar Insurance Company; Chesterfield (MO); Hybrid; USD 112,000 - 187,000; Full time

Benefits offered by this job

Health and dental plans

401(k) match

Tuition assistance

Job summary

Kemper Corporation in Chesterfield, MO or Chicago, IL seeks a Director of Policy Administration to drive operational excellence across Policy Services, Agency Experience, Billing, Records Management, FNOL and the Contact Center. Lead multi-location teams, including remote and offshore resources, to deliver compliant, high‑quality service to agents and policyholders while guiding process improvements.

You will translate data into insights, manage budgets, and collaborate with IT, Claims,

Qualifications

• Bachelor’s degree or Insurance-related experience.
• 8+ years of progressive experience in insurance operations, preferably within Life, A&H and P&C, including 3+ years of people leadership experience.
• Demonstrated success leading large-scale operational teams, including multi-location, remote US, St. Louis-based, and offshore/BPO models, with experience overseeing contact center functions.
• Proven track record of driving process transformations and technology-enabled change.
• Strong leadership, coaching, communication, and team development skills.
• Knowledge of insurance policy administration, billing, agency support, and contact center operations.
• Strong analytical, problem-solving, and financial management skills with the ability to drive operational performance.
• Ability to manage competing priorities, implement change, and collaborate effectively across business functions.

Responsibilities

• Oversee daily operations across multiple support functions, ensuring service quality, efficiency, and regulatory compliance.
• Lead and develop managers and teams across multiple locations, fostering accountability, employee engagement, and consistent operational performance.
• Monitor operational metrics, service levels, and budgets to identify opportunities for improved productivity, cost management, and customer satisfaction.
• Translate data into actionable insights and drive continuous improvements.
• Identify and lead implementation of process improvements, automation, and technology solutions to streamline operations, improve accuracy, and enhance the agent and policyholder experience.
• Partner with Distribution, IT, Claims, Underwriting, Compliance, and other business functions to execute operational initiatives and support business priorities.

Skills

Leadership

Communication

Team development

Analytical

Problem-solving

Financial management

Change management

Collaboration

Coaching

Education

Bachelor’s degree or Insurance-related experience

Job description

Location(s) Chesterfield, Missouri, Chicago, Illinois

Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.

Position Summary

The Director of Policy Administration is responsible for driving operational excellence and influencing strategy while leading daily operations across Policy Services, Agency Experience, Billing, Records Management, FNOL, and Contact Center functions for Kemper Life. This role ensures efficient, compliant, and high-quality service to agents and policyholders while driving operational improvements and supporting business objectives. The Director leads geographically dispersed teams, including remote and offshore resources, and partners with business leaders to improve processes, leverage technology, and enhance the customer and agency experience.

Position Responsibilities

• Oversee daily operations across multiple support functions, ensuring service quality, efficiency, and regulatory compliance.
• Lead and develop managers and teams across multiple locations, fostering accountability, employee engagement, and consistent operational performance.
• Monitor operational metrics, service levels, and budgets to identify opportunities for improved productivity, cost management, and customer satisfaction.
• Translate data into actionable insights and drive continuous improvements.
• Identify and lead implementation of process improvements, automation, and technology solutions to streamline operations, improve accuracy, and enhance the agent and policyholder experience.
• Partner with Distribution, IT, Claims, Underwriting, Compliance, and other business functions to execute operational initiatives and support business priorities.

Position Qualifications

• Bachelor’s degree or Insurance-related experience.
• 8+ years of progressive experience in insurance operations, preferably within Life, A&H and P&C, including 3+ years of people leadership experience.
• Demonstrated success leading large-scale operational teams, including multi-location, remote US, St. Louis-based, and offshore/BPO models, with experience overseeing contact center functions.
• Proven track record of driving process transformations and technology-enabled change.
• Strong leadership, coaching, communication, and team development skills.
• Knowledge of insurance policy administration, billing, agency support, and contact center operations.
• Strong analytical, problem-solving, and financial management skills with the ability to drive operational performance.
• Ability to manage competing priorities, implement change, and collaborate effectively across business functions.

Sponsorship is not accepted for this opportunity.

The range for this position is $111,900 to $186,700. When determining candidate offers, we consider experience, skills, education, certifications, and geographic location among other factors.

This job is eligible for an annual discretionary bonus and Kemper benefits (Medical, Dental, Vision, PTO, 401k, etc.)

This is a hybrid role that can be performed from Kemper's Chesterfield, MO, or Chicago, IL, office.

Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination. Kemper is focused on expanding our Diversity, Equity and Inclusion efforts to align with our vision, mission, and guiding principles.

Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee. Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it.

Kemper at a Glance

The Kemper family of companies is one of the nation’s leading specialized insurers. With approximately $12 billion in assets, Kemper is improving the world of insurance by providing affordable and easy-to-use personalized solutions to individuals, families and businesses through its Kemper Auto and Kemper Life brands. Kemper serves over 4.4 million policies, is represented by approximately 24,100 agents and brokers, and has approximately 7,000 associates dedicated to meeting the ever-changing needs of its customers.

*Alliance United Insurance Company is not rated.

We value diversity and strive to be an employer of choice. An Equal Opportunity Employer, M/F/D/V Eligible employees may enjoy benefits such as:

• Qualify for your choice of health and dental plans within your first month.
• Save for your future with robust 401(k) match, Health Spending Accounts and various retirement plans.
• Learn and Grow with our Tuition Assistance Program, paid certifications and continuing education programs.
• Contribute to your community through United Way and volunteer programs.
• Balance your life with generous paid time off and business casual dress.
• Get employee discounts for shopping, dining and travel through Kemper Perks.

Benefits eligibility may vary based on position classification, scheduled hours, work location, temporary or contingent status, independent contractor status, SkillBridge participation, and applicable plan terms.