“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)
- 2. Life & Annuities Insurance Domain Knowledge (Must-Have)
3. Distribution / Agency / Advisor Channel Knowledge (Must-Have)
4. Core Insurance Platform & Policy Administration Knowledge (Must-Have)
5. Key K PIs Familiarity
- Service Metrics:
- ASA, Abandonment Rate, SLA adherence, digital response time
- Customer Experience:
- CSAT / NPS, first contact resolution, VOC theme closure, complaint rates & resolution TAT
- Quality Metrics:
- QA scores, compliance adherence, critical error rates (especially regulatory/financial errors)
- Efficiency Metrics:
- AHT / handling time, productivity, occupancy, shrinkage
- Workforce Metrics:
- Forecast accuracy, schedule adherence, real-time adherence
Educational Qualifications
- Bachelor’s 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
