01Overview
Job Type: Full-time
Greetings for the Day!!!We are looking for Operations head / Delivery Head for one of our esteemed clients in PAN India having experience into PNC Insurance + brokerage domain expertise.Exp: - 12 + years Location: PAN India CTC: Up to 40 to 50 LPAShifts : 24*7 Shifts Job Description:-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 required1. Contact Centre Technology Leadership (Hands-on + Strategic)-Has adequate knowledge across the CC technology stack and modernization roadmap: -CCaaS/ACD/IVR, skills-based routing, callback, speech/text analytics, QM-CRM/Case management integrations (Salesforce/Dynamics/ServiceNow as applicable)-WFM (forecasting, scheduling, shrinkage, real-time adherence)-Digital channels: chat, messaging, social, email routing, co-browse (where applicable)-Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where approved)2. P&C; Insurance Domain Knowledge (Must-Have)-Strong understanding of: -Policy lifecycle: new business renewals endorsements cancellations-Claims intake: FNOL, claim status support, documentation requests, escalation pathways-Coverage basics: GL, Property, Auto, Workers Comp (US), package policies, etc.-Market differences and servicing expectations for US/UK/AUS.3. Brokerage Knowledge (Must-Have)-Brokerage operations understanding: -Submissions, quoting coordination, carrier interactions, bind support coordination-COIs and policy documentation workflows-Broker service SLAs, turnaround times, and client relationship . Broker Platform Tools Knowledge (Must-Have)-Working knowledge (hands-on preferred) of broker platforms such as: -Applied Epic, Applied TAM, Vertafore AMS360, Vertafore Sagitta-Understanding/integration awareness of policy admin/claims platforms (positive-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 QualificationsFull time Bachelors degree require .
