Operations Leader - Contact Center - Life Insurance Sector - BPO

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Operations Life & Annuities (L&A) Insurance & Distribution Contact Centre
Role Overview:
- 14+ years of experience in large managed contact centres supporting international insurance markets (primarily US, UK & Australia), with a strong focus on Life Insurance and Annuities servicing.
- Strong awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service.
- Must bring deep Life & Annuities insurance domain expertise, including policy servicing, benefits support, and customer lifecycle management.
Key Knowledge Required:
1. Contact Centre Technology Leadership (Hands-on + Strategic):
- Adequate knowledge across the contact centre technology stack and modernization roadmap:
1. CCaaS / ACD / IVR, skills-based routing, callback, speech & text analytics, Quality Management (QM)
2. CRM / Case management integrations (Salesforce, Dynamics, ServiceNow as applicable)
3. Workforce Management (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 regulatory-approved)
2. Life & Annuities Insurance Domain Knowledge (Must-Have):
- Strong understanding of:

1. Policy lifecycle : application/new business - underwriting support - policy issuance - premium servicing - renewals- lapses/reinstatements - surrenders/maturity
2. Policy servicing: beneficiary changes, address updates, premium mode changes, fund switches (for ULIPs/unit-linked products)
3. Claims processing support: death claims (FNOL), maturity claims, annuity payouts, documentation collection, escalation pathways
4. Annuity products: fixed, variable, indexed annuities, payout structures, withdrawals, and tax considerations (market-dependent)
5. Product types: term life, whole life, universal life, variable life, retirement and pension products
6. Market-specific servicing expectations across US, UK, and Australia (compliance-heavy, customer-sensitive interactions)
3. Distribution / Agency / Advisor Channel Knowledge (Must-Have):
- Strong understanding of Life insurance distribution ecosystem:
1. Agent/advisor onboarding and support processes
2. Case coordination between underwriting, agents, and customers
3. Illustration generation support, application tracking, and issuance follow-ups
4. Policyholder and advisor servicing SLAs and turnaround expectations
5. Handling escalations from financial advisors, brokers, and distribution partners
4. Core Insurance Platform & Policy Administration Knowledge (Must-Have):
- Working knowledge (hands-on preferred) of Life & Annuities platforms such as:
1. Policy Administration Systems: Vitech, FAST, FINEOS, DXC, Oracle Insurance Policy Administration (OIPA)
2. Annuity / Retirement platforms (market dependent)
- Understanding/integration awareness of:
1. CRM systems and digital servicing portals
2. Workflow and document management tools
3. Data exchanges with underwriting, claims, and finance systems
5. Key KPIs Familiarity:
- Service Metrics:
1. ASA, Abandonment Rate, SLA adherence, digital response time
- Customer Experience:
1. CSAT / NPS, first contact resolution, VOC theme closure, complaint rates & resolution TAT
- Quality Metrics:
1. QA scores, compliance adherence, critical error rates (especially regulatory/financial errors)
- Efficiency Metrics:
1. AHT / handling time, productivity, occupancy, shrinkage
- Workforce Metrics:
1. Forecast accuracy, schedule adherence, real-time adherence
Educational Qualifications :
- Bachelors degree required (preferably in Business, Finance, Insurance, or related fields).
Additional Differentiators (Good-to-Have) :
- Exposure to regulatory frameworks (e.g., SEC/FINRA in US, FCA in UK, APRA in Australia where applicable)
- Experience handling sensitive customer situations (claims, bereavement support)
- Strong understanding of compliance, audit, and data privacy requirements in Life insurance