10+ years of experience in large managed contact centre supporting international insurance markets (primarily US, UK & Australia).
- 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)
- Strong understanding of:
- Policy lifecycle: current business renewals endorsements cancellations
- Claims intake: FNOL, claim status support, documentation requests, escalation pathways
- Coverage basics: GL, Property, Auto, Workers Comp (US), package policies, etc.
- 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