Delivery Leader - Contact Center - P&C Insurance Sector - BPO

Job Description:

Operations P&C Insurance & Brokerage Contact Centre

Role Overview:

- 10+ years of experience in large managed contact centre supporting international insurance markets (primarily US, UK & Australia).

- Awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service,

- Must bring deep P&C insurance + brokerage domain expertise,

Key Knowledge required:

1. Contact Centre Technology Leadership (Hands-on + Strategic):

- Has adequate knowledge across the CC technology stack and modernization roadmap:

1. CCaaS/ACD/IVR, skills-based routing, callback, speech/text analytics, QM

2. CRM/Case management integrations (Salesforce/Dynamics/ServiceNow as applicable)

3. WFM (forecasting, scheduling, shrinkage, real-time adherence)

4. Digital channels: chat, messaging, social, email routing, co-browse (where applicable)

5. Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where approved)

2. P&C Insurance Domain Knowledge (Must-Have):

- Strong understanding of:

1. Policy lifecycle: new business- renewals - endorsements - cancellations

2. Claims intake: FNOL, claim status support, documentation requests, escalation pathways

3. Coverage basics: GL, Property, Auto, Workers Comp (US), package policies, etc.

4. Market differences and servicing expectations for US/UK/AUS.

3. Brokerage Knowledge (Must-Have):

- Brokerage operations understanding:

1. Submissions, quoting coordination, carrier interactions, bind support coordination

2. COIs and policy documentation workflows

3. Broker service SLAs, turnaround times, and client relationship expectations.

4. Broker Platform Tools Knowledge (Must-Have):

- Working knowledge (hands-on preferred) of broker platforms such as:

1. Applied Epic, Applied TAM, Vertafore AMS360, Vertafore Sagitta

2. Understanding/integration awareness of policy admin/claims platforms (good-to-have): Guidewire (Policy Center/ClaimCenter/Billing Center), Duck Creek, Applied CSR24 (if relevant)

5. Key KPIs familiarity:

- Service: ASA, Abandonment, SLA adherence, response time (digital), etc.

- Experience: CSAT/NPS, VOC themes closure, complaint rate & resolution TAT

- Quality: QA score, critical error rate, etc.

- Efficiency: AHT/handling time, productivity, occupancy, shrinkage, etc.

- Workforce: forecast accuracy, schedule adherence, etc.

Educational Qualifications:

- Bachelors degree/PG required.