Delivery Head - P&C Insurance and Brokerage

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 LPA

Shifts : 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 required

1. 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 expectations.

4. 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 (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

Full time Bachelor's degree require