- 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:

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

5. Key KPIs familiarity
- Service: ASA, Abandonment, SLA adherence, response time (digital), etc.
- Experience: CSAT/NPS, VOC themes closure, complaint rate & resolution TAT

Location

Mumbai

Job Function

BUSINESS PROCESS SERVICES

Role

Lead

Job Id

422104

Desired Skills

Insurance - Policy Administration - Property and Casualty | Voice

Desired Candidate Profile

Qualifications : BACHELOR OF COMMERCE

📌 Senior Leadership (Mumbai)
🏢 Tata Consultancy Services (TCS)
📍 Mumbai