Chennai, Tamil Nadu
Job Summary
Ensuring exceptional customer service, meeting client SLAs and internal metrics, providing value-added solutions, managing business financials, and fostering a solution-oriented mindset.
Key Responsibilities
1. Individual Should Have Ability To Provide Solutions Commensurate With The Customersâ Needs Within The Ambit Of The Given Environment So As To Lead To Business Results.
2. To Continually Value Adds To Our Client And Improve The Systems Of Measurement
3. To Ensure Maximum C-Sat And Minimize Customer Escalation
4. To Improve And Maintain The Margin Levers By Optimum Utilization
5. Understand Client Requirements And Accountable In Ensuring Support Team Is Meeting Client Expectations
Other Requirements
Job Description: Service Delivery Leader – Insurance Operations Role Title: Service Delivery Leader – Insurance Operations Department: Operations / Service Delivery / Insurance Business Process Services Location: Chennai Band / Level: E6.2 Role Summary The Service Delivery Leader will be responsible for managing end-to-end delivery of insurance operations, ensuring achievement of contractual commitments, service level agreements, operational performance, quality, risk, compliance, and customer experience objectives. The role requires strong domain understanding of insurance processes, proven delivery leadership, stakeholder management capability, and the ability to drive transformation, continuous improvement, and governance across large-scale operations. The ideal candidate should have experience leading insurance operations across areas such as policy servicing, claims, underwriting support, customer service, billing, renewals, endorsements, broker or agent support, and regulatory or compliance-driven processes. Key Responsibilities Own end-to-end service delivery for insurance operations, ensuring delivery as per agreed scope, SLAs, KPIs, quality standards, and contractual commitments. Lead large and diverse operations teams across onshore, offshore, or hybrid delivery models, ensuring productivity, process adherence, and customer-centric performance. Drive operational governance through structured reviews, performance dashboards, action tracking, risk management, and stakeholder reporting. Act as the primary delivery interface for client stakeholders, internal leadership, support functions, and cross-functional teams. Monitor service performance, identify trends, conduct root cause analysis, and implement corrective and preventive actions for SLA misses, quality gaps, escalations, and customer impacts. Ensure strong controls around risk, compliance, data privacy, audit readiness, business continuity, and regulatory requirements relevant to insurance operations. Partner with Quality, Training, Workforce Management, HR, Technology, Transition, and Transformation teams to improve delivery outcomes and build operational capability. Lead process improvement, automation, digitization, and continuous improvement initiatives to enhance efficiency, accuracy, customer experience, and cost effectiveness. Manage resource planning, capacity, attrition, hiring, onboarding, training, succession planning, and performance management for the delivery organization. Support new transitions, process migrations, stabilization, and steady-state delivery, ensuring effective knowledge transfer and operational readiness. Prepare and present business reviews, governance updates, performance insights, remediation plans, and transformation progress to senior internal and client leadership. Build a high-performance culture focused on accountability, compliance, collaboration, innovation, and continuous learning. Insurance Domain Experience Strong understanding of insurance business processes across Business and Commercial Insurance operations. Experience in one or more areas such as policy administration, new business, underwriting support, claims processing, claims servicing, billing, premium management, renewals, endorsements, cancellations, complaints, customer service, broker operations, or
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