Hybrid Director, Policy Operations

Kemper Corporation; 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

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,