Operations Leader - Contact Center - Life Insurance Sector - BPO

Job Description

Operations Life & Annuities (L&A) Insurance & Distribution Contact Centre

Role Overview:

• 14+ years of experience in large managed contact centres supporting international insurance markets (primarily US, UK & Australia), with a strong focus on Life Insurance and Annuities servicing.
• Strong awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service.
• Must bring deep Life & Annuities insurance domain expertise, including policy servicing, benefits support, and customer lifecycle management.

Key Knowledge Required:

1. Contact Centre Technology Leadership (Hands-on + Strategic):

• Adequate knowledge across the contact centre technology stack and modernization roadmap:

1. CCaaS / ACD / IVR, skills-based routing, callback, speech & text analytics, Quality Management (QM)

2. CRM / Case management integrations (Salesforce, Dynamics, ServiceNow as applicable)

3. Workforce Management (forecasting, scheduling, shrinkage, real-time adherence)

4. Digital channels: chat, messaging, social, email routing, co-browse (where applicable)

5. Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where regulatory-approved)

2. Life & Annuities Insurance Domain Knowledge (Must-Have):

• Strong understanding of:

1. Policy lifecycle : application/new business - underwriting support - policy issuance - premium servicing - renewals- lapses/reinstatements - surrenders/maturity

2. Policy servicing: beneficiary changes, address updates, premium mode changes, fund switches (for ULIPs/unit-linked products)

3. Claims processing support: death claims (FNOL), maturity claims, annuity payouts, documentation collection, escalation pathways

4. Annuity products: fixed, variable, indexed annuities, payout structures, withdrawals, and tax considerations (market-dependent)

5. Product types: term life, whole life, universal life, variable life, retirement and pension products

6. Market-specific servicing expectations across US, UK, and Australia (compliance-heavy, customer-sensitive interactions)

3. Distribution / Agency / Advisor Channel Knowledge (Must-Have):

• Strong understanding of Life insurance distribution ecosystem:

1. Agent/advisor onboarding and support processes

2. Case coordination between underwriting, agents, and customers

3. Illustration generation support, application tracking, and issuance follow-ups

4. Policyholder and advisor servicing SLAs and turnaround expectations

5. Handling escalations from financial advisors, brokers, and distribution partners

4. Core Insurance Platform & Policy Administration Knowledge (Must-Have):

• Working knowledge (hands-on preferred) of Life & Annuities platforms such as:

1. Policy Administration Systems: Vitech, FAST, FINEOS, DXC, Oracle Insurance Policy Administration (OIPA)

2. Annuity / Retirement platforms (market dependent)

• Understanding/integration awareness of:

1. CRM systems and digital servicing portals

2. Workflow and document management tools

3. Data exchanges with underwriting, claims, and finance systems

5. Key KPIs Familiarity:

• Service Metrics:

1. ASA, Abandonment Rate, SLA adherence, digital response time

• Customer Experience:

1. CSAT / NPS, first contact resolution, VOC theme closure, complaint rates & resolution TAT

• Quality Metrics:

1. QA scores, compliance adherence, critical error rates (especially regulatory/financial errors)

• Efficiency Metrics:

1. AHT / handling time, productivity, occupancy, shrinkage

• Workforce Metrics:

1. Forecast accuracy, schedule adherence, real-time adherence

Educational Qualifications :

• Bachelors degree required (preferably in Business, Finance, Insurance, or related fields).

Additional Differentiators (Good-to-Have) :

• Exposure to regulatory frameworks (e.g., SEC/FINRA in US, FCA in UK, APRA in Australia where applicable)
• Experience handling sensitive customer situations (claims, bereavement support)
• Strong understanding of compliance, audit, and data privacy requirements in Life insurance