Job Summary
Core Responsibilities 1. Practice & Capability Leadership Build and scale insurance operations capability across key areas such as claims, underwriting support, new business, policy servicing, billing, renewals, annuities, pensions, group benefits, and customer service. Define practice priorities based on client demand, market trends, regulatory change, delivery insights, and transformation opportunities. Develop reusable assets including solution playbooks, operating model frameworks, process maps, proposal content, case studies, and transformation roadmaps. Create domain-led propositions for insurance operations transformation, including claims modernization, underwriting support, servicing optimization, automation, quality improvement, and regulatory control uplift. Mentor internal SMEs, solution leads, analysts, and delivery teams to strengthen insurance domain capability. 2. Pre-Sales, Solutioning & Deal Support Lead domain solutioning for strategic insurance pursuits, RFPs, proactive proposals, renewals, and expansion opportunities. Own the insurance solution narrative, including scope, operating model, process design, staffing assumptions, governance, transformation levers, controls, KPIs, and business case inputs. Conduct client discovery sessions, solution workshops, due diligence discussions, and oral presentation preparation. Work with delivery, transition, technology, automation, analytics, compliance, and commercial teams to build integrated and executable solutions. Provide solution quality control to ensure proposals are practical, differentiated, deliverable, and aligned with insurance industry expectations. 3. Go-to-Market & Offering Development Develop GTM themes and value propositions for Life & Pensions, Group Benefits, Retirement, Health, and Property & Casualty operations. Shape market-facing narratives around claims operations, underwriting operations, policy servicing, customer experienc
Key Responsibilities
- Claims Operations: intake, triage, document review, coverage validation, payment support, appeals, complaints, quality, and leakage control.
- Underwriting & New Business: application processing, evidence collection, case follow-up, underwriting support, policy issuance, and case completeness.
- Policy Servicing: endorsements, renewals, beneficiary changes, reinstatements, surrender / withdrawal processing, annuity and pension servicing.
- Group Benefits Operations: enrollment, eligibility, census, billing, premium reconciliation, employer service, broker service, and member support.
- Customer Service Operations: voice, email, chat, back-office servicing, knowledge management, complaint reduction, and service quality.
- Regulatory & Compliance Operations: audit readiness, quality monitoring, control testing, exception handling, regulatory reporting support, and process adherence.
- Automation & GenAI-Assisted Operations: document intelligence, workflow automation, summarization, knowledge assistants, quality automation, exception routing, and operations analytics.
Skill Requirements
The ideal candidate is an insurance operations leader with strong practice, pre-sales, solutioning, and client engagement experience. The individual should be able to operate at both strategic and process levels — leading senior client conversations while also shaping practical, executable solutions.
The candidate should bring strong insurance domain depth, commercial awareness, clear writing skills, workshop leadership, and the ability to work effectively across sales, delivery, consulting, technology, and transformation teams.