About the role
“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.
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Key Knowledge Required
1. Contact Centre Technology Leadership (Hands-on + Strategic)
· Adequate knowledge across the contact centre technology stack and modernization roadmap:
o CCaaS / ACD / IVR, skills-based routing, callback, speech & text analytics, Quality Management (QM)
o CRM / Case management integrations (Salesforce, Dynamics, ServiceNow as applicable)
o Workforce Management (forecasting, scheduling, shrinkage, real-time adherence)
o Digital channels: chat, messaging, social, email routing, co-browse (where applicable)
o Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where regulatory-approved).
Qualifications: BACHELOR OF COMMERCE