Delivery Head - P&C Insurance and Brokerage

Greetings for the Day!!! We are looking for Operations head / Delivery Head for one of our esteemed clients in PAN India having experience into PNC Insurance + brokerage domain expertise. Exp: - 12 + years Location: PAN India CTC: Up to 40 to 50 LPA Shifts : 247 Shifts 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: -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) -Strong 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 Full time Bachelors degree require Greetings for the Day!!! We are looking for Operations head / Delivery Head for one of our esteemed clients in PAN India having experience into PNC Insurance + brokerage domain expertise. Exp: - 12 + years Location: PAN India CTC: Up to 40 to 50 LPA Shifts : 247 Shifts 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: -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) -Strong 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