Hiring Contact center international Head ( Banking /Insurance )

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 removed]

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)

• 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

• Bachelors degree required.