Delivery Head

Greetings for the Day!!!

We are looking for a Delivery Head for one of our esteemed clients in Bangalore having

experience into Property & Casualty Insurance,Brokerage,Contact Centers

International insurance markets primarily US, UK & Australia .

Exp: - 15+ years

Location: PAN India

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:

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

o CRM/Case management integrations (Salesforce/Dynamics/ServiceNow as

applicable)

o WFM (forecasting, scheduling, shrinkage, real-time adherence)

o Digital channels: chat, messaging, social, email routing, co-browse (where

applicable)

o Automation: RPA, workflow orchestration, agent assist, GenAI-based

summarization (where approved)

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

o Strong understanding of:

o Policy lifecycle: new business renewals endorsements cancellations

o Claims intake: FNOL, claim status support, documentation requests,

escalation pathways

o Coverage basics: GL, Property, Auto, Workers Comp (US), package policies,

etc.

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

3. Brokerage Knowledge (Must-Have)

o Brokerage operations understanding:

o Submissions, quoting coordination, carrier interactions, bind support

coordination

o COIs and policy documentation workflows

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

4. Broker Platform Tools Knowledge (Must-Have)

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

o Applied Epic, Applied TAM, Vertafore AMS360, Vertafore Sagitta

o Understanding/integration awareness of policy admin/claims platforms

(good-to-have):

o Guidewire (Policy Center/ClaimCenter/Billing Center), Duck Creek, Applied

CSR24 (if relevant)

5. Key KPIs familiarity

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

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

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

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

o Workforce: forecast accuracy, schedule adherence, etc.

*We are looking for candidates who can join us within 90 days*