GN - Song - Service - Insurance - Senior Manager

Good to have skills: Industry Trends and Disruptions, Claims Management Expertise, General Regulatory and Compliance Expertise, Digital Literacy, Value architect, Product Owner, Business Analyst, Digital transformation, Business case creations for Contact center transformation.

Your role will involve leveraging technology, AI, and innovation to transform customer service. You will work closely with clients, providing expert guidance on customer service strategies and transformation initiatives.

Roles & Responsibilities:

• Serve as subject matter expert (SME) on insurance customer service trends, best practices, technologies (including AI, automation, and analytics), and general regulatory guidelines.
• Develop and champion a forward-thinking customer experience vision and strategy tailored to the insurance industry, with a focus on leveraging technology and AI.
• Possess a strong understanding of key customer service performance indicators (KPIs) in the Insurance sector and analyze these KPIs to identify areas for improvement.
• Lead the exploration, evaluation, and implementation of AI-powered solutions to enhance customer service.
• Drive the digital transformation of customer service, including the implementation of self-service portals, mobile apps, CRM systems, and other relevant technologies.
• Identify and evaluate emerging technologies and innovative solutions that can enhance customer service in insurance.
• Analyze and optimize existing customer service processes to improve efficiency, reduce costs, and enhance customer satisfaction.
• Evaluate and recommend customer service technologies and platforms, including AI-powered solutions, and manage relationships with third-party vendors.
• Utilize data analytics to measure customer service performance, identify areas for improvement, and track the effectiveness of transformation initiatives.
• Consult with clients on their customer service strategies and provide expert guidance on transformation initiatives.
• Lead and contribute to pre-sales activities including response to RFPs, creating proofs of concept, and demonstrating solutions during client orals.
• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, and performing analysis on industry research and market trends.
• Continuously take on new challenges and be an enthusiastic learner.

Professional & Technical Skills:

• MBA from a tier 1 or tier 2 institute.
• 10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Experience in working for an Insurance company in Service Transformation role.
• Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes.
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs.
• Strong stakeholder management skills and a proactive approach to issue and risk resolution.
• Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be an added value.
• Experience leading the design and implementation of contact center applications, from concept to deployment, is highly desirable.

Additional Information:

• An opportunity to work on transformative projects with key G2000 clients.Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• This position is based at our Bengaluru/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai office.

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