Operations Lead-Insurance- P&C Underwriting

Genpact; Dadri; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Genpact Ltd. is seeking a senior operations leader responsible for steering a business unit of more than 300 resources to maximise performance. You will drive transformation initiatives, mentor the delivery teams, and ensure service levels, quality, and customer experience targets are met.

You will engage with clients to understand pain points, align to goals, and manage risks while building strong relationships that support revenue growth and long-term success.

Qualifications

• Leadership of a large operations team (300+ resources) and driving daily service level metrics.
• Experience in Insurance (P&C, Brokerage, Binding) across New Business, Policy Administration, and Claims.
• Exposure to digital technologies (RPA, AI, NLP, ML) and ability to implement or pilot solutions.
• Ability to prioritize across multiple tasks and geographies in a matrixed organization.

Responsibilities

• Drive transformation projects from operations to improve efficiency.
• Engage with customers to understand and address pain points.
• Provide direction and mentorship to the operations team and ensure delivery of goals.
• Align with customer goals and deliver commitments consistently.
• Foresee risks and develop mitigation plans to protect project success.
• Build and maintain strong customer relationships to improve satisfaction and revenue.

Skills

People management

Client management

Strategic leadership

Stakeholder facilitation

Communication

Mentoring & coaching

Risk management

Performance improvement

Negotiation

Cross-functional collaboration

Tools

RPA

AI

NLP

ML

Job description

In this role, You will be responsible for leading the business unit of more than 300 resources to its maximum potential. You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to your direct reports and meeting defined quality, customer experience and efficiency requirements.

Responsibilities

• Drive transformation projects from operations, digital asset implementation, standard methodologies' framework, case studies, benchmarking for making processes more efficient and effective
• Effectively engage with customers to understand and address customer pain point
• Provide direction and mentorship to the operations team for delivery of goals, promote a learning culture and build a solid team
• Align to customer goals and deliver on commitments consistently
• Foresee risks, be proactive and predictive while developing mitigation plan
• Build impactful customer relationship; improve Net Promoter Score. maintain existing book of business, and drive revenue growth

.Qualifications we seek in you!

• Understanding of Insurance Industry and excellent knowledge of P&C, Brokerage and Binding products – across New Business, Policy Administration and Claims functions
• Excellent operating skills- People management, Client management and managing basic hygiene operations
• Sound knowledge of various digital technologies in the market- example RPA, AI, NLP and ML- Having implemented one / few of these will be a plus
• Ability to prioritize and manage effectively across many competing and concurrent tasks
• Ability to manage multiple geographies and understand the cultural nuances
• Ability to manage through indirect authority and matrixed organization structures
• Strong negotiation, facilitation and influencing and consensus building skills
• Exception verbal and written communication and Presentation skills. Should be able to prepare and present independently & confidently to senior leadership within GENPACT and Client organization
• Ability to work with all levels of the organization
• The Individual should have exposure/experience to systematically evaluate business opportunities, the ambitious attitude to build on existing capabilities
• Leverage lean six sigma framework to drive continuous performance improvement
• Implement appropriate mechanisms to identify, understand and elevate performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps
• Proactively understand Clients’ business need and propose appropriate solutions. Manage engagement staffing levels to deliver client expectation