Dear Professional !!!

Enrich & Enlight is an Executive Search Consulting co, specializing in Top Management positions for the selected clientele. We have been retained by ITES Company in Chennai , Currently we are looking for Contact center Head (Banking/Insurance domain)

for them.

Please revert with your updated profile if you are interested for this position along with your CTC details

Regards

Vasanthi

Enrich & Enlight consultant

[email protected]

Client: Leading IT/ITes company

Position: Director/VP/AVP - (B 8/9)

Location: Mumbai/Gurugram/Pune

JD responsibilities

Role Overview

- 10+ years of experience in large managed contact centre supporting international Banking or 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 Banking or Insurance domain expertise,
- Key Knowledge required

1. Contact Centre Technology Leadership (Hands-on + Strategic)

- Has adequate knowledge across the CC technology stack and modernization roadmap:
- CCaaS/ACD/IVR, skills-based routing, callback, speech/text analytics, QM
- CRM/Case management integrations (Salesforce/Dynamics/ServiceNow as applicable)
- WFM (forecasting, scheduling, shrinkage, real-time adherence)
- Digital channels: chat, messaging, social, email routing, co-browse (where applicable)
- Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where approved)

2.



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

- Robust understanding of:
- Policy lifecycle: new 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)

- Brokerage operations understanding:
- Submissions, quoting coordination, carrier interactions, bind support coordination
- COIs and policy documentation workflows
- 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:
- Applied Epic, Applied TAM, Vertafore AMS360, Vertafore Sagitta
- Understanding/integration awareness of policy admin/claims platforms (good-to-have):
- Guidewire (Policy Center/ClaimCenter/Billing Center), Duck Creek, Applied CSR24 (if relevant)

5. Key KPIs familiarity

- Service: ASA, Abandonment, SLA adherence, response time (digital), etc.
- Experience: CSAT/NPS, VOC themes closure, complaint rate & resolution TAT
- Quality: QA score, critical error rate, etc.
- Efficiency: AHT/handling time, productivity, occupancy, shrinkage, etc.
- Workforce: forecast accuracy, schedule adherence, etc.

Educational Qualifications

- Bachelors degree required.
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📌 Hiring Contact center international Head ( Banking /Insurance ) (Pune)
🏢 Enrich & Enlight Business consulting
📍 Pune