ANDREW SWANSON
Des Moines,IA
Summary
Results-driven Insurance Operations Executive with 17 years of experience in enterprise process transformation and performance optimization across life, annuity, and property & casualty sectors. Expertise in standardizing multi-function operations, aligning business and technology ecosystems, and implementing KPI governance frameworks. Skilled in enterprise billing governance, audit compliance, Six Sigma methodology, and fostering cross-functional alignment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Assistant Vice President / General Manager – Enterprise Service Delivery
WNS Global Services
Remote
05.2024 - 02.2025
- Appointed to lead a large-scale, multi-client insurance services engagement during a period of rapid expansion and operational restructuring.
- Governed enterprise-level service delivery across multiple client portfolios, ensuring adherence to SLAs and performance metrics to enhance client satisfaction.
- Oversaw 250+ licensed professionals across a distributed 24/7/365 delivery model supporting Fortune 500 clients.
- Scope: Multi-service engagement governance, SLA management, revenue growth initiatives, client relationship management, operational stabilization.
- Implemented structured engagement health checks and corrective action frameworks, stabilizing delivery performance and driving continuous improvement.
- Led executive-level client governance meetings, driving transparency, accountability, and measurable performance improvements.
- Increased portfolio revenue by 15% through proactive account expansion and strategic service enhancements.
- Oversaw financial planning and expense governance to ensure billing accuracy and optimize costs, supporting sustainable profitability.
- Managed cross-functional resource alignment to meet evolving client demand while protecting service continuity.
Assistant Vice President – Policy Administration & Customer Operations
EquiTrust Life Insurance Company
West Des Moines
05.2017 - 05.2024
- Led enterprise digital portal implementation supporting 25,000+ customers, reducing inbound volume and improving operational efficiency.
- Directed transformation initiatives reducing complaint volumes by 50% through structured quality governance and performance management.
- Oversaw IVR redesign and telephony modernization, achieving 60% reduction in Average Speed of Answer across departments.
- Led enterprise service operations across contact centers, digital platforms, vendor ecosystems, and quality assurance teams supporting life insurance and annuity products.
- Executed vendor selection and integration initiatives enhancing service reliability and optimizing cost structure.
- Streamlined end-to-end processing timelines by 25% through workflow redesign and performance analytics.
- Scope: Operational governance, digital transformation, vendor management, SLA optimization, cross-functional program delivery.
Senior Human Resources Sergeant / Military Instructor
United States Army
06.2005 - 10.2018
- Directed HR and personnel governance for 5,500+ personnel, ensuring compliance and operational effectiveness.
- Led HR initiatives in 103rd ESC G1, improving personnel management processes and supporting mission objectives.
- Led training for 1,000+ Soldiers, achieving a 97%+ pass rate and enhancing overall unit readiness.
- Improved deployment readiness from 73% to 97%.
- Maintained 100% compliance with substance abuse policy.
- Accountable for $1.5M in equipment.
Deputy General Manager-Property & Casualty Insurance Service Delivery Center
Cognizant LLC
Des Moines
01.2016 - 05.2017
- Directed 150+ associates, team leaders, QA coordinators, trainers, planners, and support staff delivering P&C insurance service operations.
- Oversaw monthly billing and invoice governance, ensuring accurate financial management of ~$550,000 per month (~$6.6M annually).
- Conducted cost/benefit analyses to inform operational strategy and resource planning.
- Implemented QA governance programs ensuring compliance and quality standards.
- Integrated Continuous Improvement (CI) methodology aligning QA, Training, and Operations.
- Consistently exceeded SLA performance targets.
- Instituted process accountability measures improving sustained operational efficiency.
Senior Delivery Manager-Annuities Customer Contact Center
Cognizant LLC
Des Moines
08.2012 - 01.2016
- Created forecasting and staffing models to optimize resource allocation and improve operational efficiency.
- Introduced flex-scheduling adopted by 50%+ of staff → Improved ASA adherence from 83% to 96% → Reduced total staffing by 8%.
- Integrated Six Sigma and continuous improvement methodologies to streamline processes and enhance quality.
- Reduced associate training time from 6 months to 3 months → ~$16,000 cost savings per trained associate.
- Designed defect-targeted training improving efficiency by 27% per associate.
- Led domain training and internal QA teams to elevate training standards and quality assurance.
Manager – Tax Sheltered Annuities
Voya Financial (formerly ING)
01.2012 - 12.2012
- Led team of 15–20 associates to enhance operational performance.
- Ensured 100% compliance with federal and state correspondence regulations.
- Reduced verification defects by 50%.
- Streamlined processes to boost inbound call efficiency by 9%.
- Approved written communications as Registered Principal.
Supervisor – Defined Contributions & Institutional Plan Services
Voya Financial (formerly ING)
01.2011 - 01.2012
- Supervised team of 15+ associates to enhance operational efficiency.
- Led retention counseling support initiatives to improve associate engagement.
- Supervised daily operations and ensured team adherence to company policies.
- Coordinated workflow among various departments to enhance efficiency and collaboration.
- Conducted training sessions for new employees on company procedures and best practices.
Customer Service Associate
Voya Financial (formerly ING)
01.2008 - 12.2011
- Assisted in managing 401k, 403b, and 457 retirement plans for employees.
Assistant Projects Developer
City of Waterloo – Department of Community Development
Waterloo
01.2006 - 12.2008
- Coordinated Community Development Block Grant and HUD funding for housing initiatives.
- Facilitated housing development, benefiting approximately 150 low-income tenants.
Education
MBA -
University of Phoenix
BA -
Wartburg College
Skills
- Insurance Operations
- Enterprise Process Standardization
- Operating Model Development
- Continuous Improvement
- Six Sigma Integration
- Business Case Development
- Cost/Benefit Analysis
- Portfolio Governance
- Project Governance
- Technology Integration
- UAT Leadership
- Change Management
- Adoption Strategy
- Audit Governance
- Compliance Governance
Technology And Delivery Tools
- Salesforce
- Verint
- NICE
- JIRA
- Microsoft Project
- IVR Platforms
- CRM Systems
- Workflow Automation Platforms
Certification
- FINRA Series 6
- FINRA Series 26
- FINRA Series 63
- Life & Health Insurance License
Enterprise Transformation Capabilities
- Enterprise Process Standardization
- Operating Model Development (1-, 3-, 5-Year Horizons)
- Insurance Operations (Life, Annuity, P&C)
- Continuous Improvement & Six Sigma Integration
- Cost/Benefit Analysis & Business Case Development
- Portfolio & Project Governance
- Mainframe & Enterprise Application Alignment
- KPI Development & Dashboard Reporting
- Capacity Planning & Workforce Modeling
- Technology Integration & UAT Leadership
- Change Management & Adoption Strategy
- Audit & Compliance Governance
Personal Information
Available: Open to Remote, Hybrid, On-site
Timeline
Assistant Vice President / General Manager – Enterprise Service Delivery
WNS Global Services
05.2024 - 02.2025
Assistant Vice President – Policy Administration & Customer Operations
EquiTrust Life Insurance Company
05.2017 - 05.2024
Deputy General Manager-Property & Casualty Insurance Service Delivery Center
Cognizant LLC
01.2016 - 05.2017
Senior Delivery Manager-Annuities Customer Contact Center
Cognizant LLC
08.2012 - 01.2016
Manager – Tax Sheltered Annuities
Voya Financial (formerly ING)
01.2012 - 12.2012
Supervisor – Defined Contributions & Institutional Plan Services
Voya Financial (formerly ING)
01.2011 - 01.2012
Customer Service Associate
Voya Financial (formerly ING)
01.2008 - 12.2011
Assistant Projects Developer
City of Waterloo – Department of Community Development
01.2006 - 12.2008
Senior Human Resources Sergeant / Military Instructor
United States Army
06.2005 - 10.2018
MBA -
University of Phoenix
BA -
Wartburg College