1. Job Description:

- Responsible for managing client data extraction requests and ensuring timely delivery of outputs in the agreed format and within stipulated turnaround times.
- Allocate and oversee exception processing activities across team members to ensure efficient resolution.
- Drive team productivity and quality performance in alignment with organizational objectives and service standards.
- Increase automation adoption by initiating new document training requirements and facilitating defect resolution.
- Collaborate closely with the technology team to prioritize document training initiatives and defect remediation activities.
- Manage Service Level Agreements (SLAs) related to quality, turnaround time, and productivity metrics.
- Prepare and communicate status reports to both internal and external stakeholders on a regular basis.
- Independently manage client relationships, internal stakeholder expectations, and team operations.
- Define business requirements for new document training initiatives and address business and operational queries.
- Apply deep domain expertise and business acumen to deliver high-quality insurance products and services.
- Participate in client meetings, presentations, and Proof of Concept (POC) demonstrations.

2. Key Responsibilities

Delivery Ownership

- Own end-to-end execution, quality, and predictability of all deliverables with a focus on measurable business outcomes.
- Ensure delivery accountability for strategic client relationships by consistently meeting SLAs, quality benchmarks, and cost objectives.
- Proactively identify delivery risks and implement corrective actions when performance expectations are not achieved.

Leadership & People Management

- Lead, mentor, and develop a team of 2530+ direct and Indirect reports.
- Drive performance management, career development, employee engagement,



retention initiatives, and foster a strong team culture.

Talent Acquisition & Team Building

- Build and scale delivery teams to support business growth and client requirements.
- Develop talent pipelines and address critical skill gaps through cross-training initiatives and exposure to multiple client engagements.
- Facilitate effective cross-regional collaboration and resource optimization.

Operational Excellence

- Establish and enforce standard operating procedures for delivery planning, execution, escalation management, and reporting.
- Drive structured review cadences, delivery governance, operational metrics tracking, and executive visibility across programs.
- Drive customer satisfaction, retention, and overall customer experience, with a focus on achieving high Net Promoter Scores (NPS).

Continuous Improvement

- Champion initiatives aimed at improving delivery productivity, quality, and cost efficiency.
- Identify systemic issues, perform root cause analysis, and implement scalable solutions to enhance operational effectiveness.
- Foster a culture of continuous improvement and innovation across delivery teams.

3. Requirements:

- Solid experience in the U.S. Property & Casualty (P&C;) Commercial Lines insurance domain.
- Proven experience in processing and managing submissions for large insurance carriers.
- Sound understanding of ACORD forms, schedules, loss runs, supplemental applications, and policy documents.




- Demonstrated ability to lead end-to-end customer implementation engagements, translating business outcomes into actionable delivery plans, including scope definition, milestone tracking, dependency management, change requests, and execution governance.
- Ability to perform effectively under pressure and consistently meet deadlines while maintaining a positive attitude and delivering exceptional client service. Proven capability to support customer retention and identify opportunities for business expansion.
- Experience leading and managing teams of 30+ FTEs across delivery and operational functions.
- Strong strategic thinking capabilities with an aptitude for innovative problem-solving and decision-making.
- Excellent collaboration, stakeholder management, and leadership skills.
- Proven ability to proactively identify and mitigate delivery risks, remove execution blockers, and drive resolution with technical and business credibility.
- Strong written and verbal communication skills with the ability to engage effectively with clients, stakeholders, and cross-functional teams.
- Excellent analytical and problem-solving skills, with the ability to anticipate issues, derive insights from data, and recommend impactful solutions.
- Extensive customer management experience, including managing global customers and leading monthly and quarterly governance reviews while representing the broader service portfolio.

- Nice-to-haves
- Familiarity with software engineering, process orchestration and automation is a strong plus
- Property and Casualty Insurance certifications

4. Experience: 12 to 20 years of experience in the Insurance domain, with a minimum of 5 years of experience in people management and leading high-performing teams.

📌 Client Service Manager (Karnataka)
🏢 CogniSure
📍 Karnataka