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

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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.