Website:
magmainsurance.com
Job details:
Program Execution & Governance
- Execute the CCM Transformation roadmap as per approved scope, timelines, and budgets.
- Manage detailed project plans, milestones, interdependencies, risks, and escalations.
- Prepare dashboards, status reports, and steering committee updates for the Lead – Project Management.
CCM & Communication Delivery
- Drive delivery across:
- Policy documents, endorsements, schedules, and certificates
- Claims-related communications (intimation, settlement, repudiation)
- Renewals, premium reminders, and collections communications
- Service requests, grievances, and statutory communications
- Ensure consistent, accurate, and customer-friendly communication templates.
Omnichannel Communication Enablement
- Implement and operationalize omnichannel communication platforms, including print, email, SMS, WhatsApp, IVR, mobile app, web, and push notifications.
- Enable event-triggered and real-time communications integrated with core insurance systems.
Technology & Integration Management
- Manage implementation of enterprise CCM platforms (e.g., OpenText, SmartCOMM, Quadient, etc.).
- Coordinate integrations with core policy, claims, CRM, billing, and digital platforms via APIs.
- Ensure performance, scalability, and high availability of CCM solutions.
Regulatory, Compliance & Audit Alignment
- Ensure all communications comply with IRDAI regulations, approved policy wordings, consent requirements, audit trails, and retention norms.
- Coordinate with Legal, Risk, and Compliance teams to manage approvals and audits.
Vendor, Budget & Delivery Management
- Manage system integrators, CCM product vendors, print partners, and communication service providers.
- Track delivery milestones, vendor performance, and program budgets.
- Support benefits realization and post-implementation stabilization.
Change Management & Adoption
- Support change management, training, and adoption initiatives across business and operations teams.
- Drive reduction of manual interventions, reprints, and customer complaints.
Reporting & Continuous Improvement
- Track KPIs related to turnaround time, error rates, digital adoption, and customer complaints.
- Drive continuous improvement initiatives based on performance insights.
Key Skills & Competencies
Program & Delivery Expertise
- Strong experience in program and project execution under PMO-led governance.
- Proven ability to manage multi-vendor, document-intensive transformation programs.
Domain Knowledge
- Solid understanding of General Insurance customer communications in India, including policy and claims documents.
Technology Acumen
- Working knowledge of:
- CCM platforms and document composition tools
- Omnichannel communication technologies
- API-based integrations and workflow orchestration
- Cloud and information security best practices
Stakeholder Management
- Ability to coordinate with business, IT, compliance, and vendor teams in matrix environments.
- Strong communication and issue-resolution capabilities.
Qualifications & Experience
- Bachelor’s degree in Engineering, Technology, or Business; MBA preferred.
- 10–15+ years of experience, with 4–6+ years delivering CCM, document modernization, or customer communication programs in General Insurance, BFSI, or InsurTech.
- Experience working within PMO / Project Management Office governance is strongly preferred.
PMP, SAFe, Prince2, or CCM platform certifications are desirable.
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