Right Move
Website:
rightmoveconsultants.com
Job details:
Greetings for the Day…!!!
We are looking for a Delivery Head for one of our esteemed clients in Bangalore having
experience into Property & Casualty Insurance,Brokerage,Contact Centers
International insurance markets primarily US, UK & Australia .
Exp: - 15+ years
Location: PAN India
Job Description:-
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)
o Strong 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)
o 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)
o 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):
o Guidewire (Policy Center/ClaimCenter/Billing Center), Duck Creek, Applied
CSR24 (if relevant)
5. Key KPIs familiarity
o Service: ASA, Abandonment, SLA adherence, response time (digital), etc.
o Experience: CSAT/NPS, VOC themes closure, complaint rate & resolution TAT
o Quality: QA score, critical error rate, etc.
o Efficiency: AHT/handling time, productivity, occupancy, shrinkage, etc.
o Workforce: forecast accuracy, schedule adherence, etc.
*We are looking for candidates who can join us within 90 days*
Click on Apply to know more.