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:

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)
- Robust 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)
- 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)
- 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):

§ Guidewire (Policy Center/ClaimCenter/Billing Center), Duck Creek, Applied CSR24 (if relevant

📌 Contact Center (Mumbai)
🏢 Tata Consultancy Services (TCS)
📍 Mumbai