Service Delivery Lead-Insurance Operations

Genpact; Dadri; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Genpact Ltd. in India is seeking a Service Delivery Leader to drive end-to-end Insurance Operations, ensuring SLA/KPI compliance and high-quality delivery. You will lead transitions, manage knowledge transfer, and build strong client relationships to address concerns and stabilize operations.

You will collaborate with cross-functional teams, engage senior leadership, and champion P&L oversight and transformation initiatives to elevate performance and customer experience.

Qualifications

• Insurance experience in P&C insurance lifecycle – pre-placement, placement, and post-placement activities (endorsements processing, policy administration, policy checking, policy issuance, quoting, renewal prep, submissions, surplus lines, licensing, agency admin, inspections and so on)
• Domain expertise at least in one stream (e.g. UW, Claims) is an advantage
• Proven experience in leading onsite transitions and large teams in operations
• Experience in leading technology-enabled transformation projects will be an advantage
• Strong digital operations management, analytical skills, problem solving & decision-making ability
• Experience in engaging with senior leadership (external & internal)
• Prior P&L responsibilities for insurance related products
• 15+ years of experience
• Ability to work collaboratively with diverse teams
• Strong organizational skills and attention to detail

Responsibilities

• Lead end to end delivery of Insurance operations while adhering to SLA’s, KPI’s and compliance frameworks along with driving productivity and accuracy.
• Lead from the front working closely with enabling team during transitions for new clients or processes, ensuring successful knowledge transfer and operational stabilization.
• Demonstrates the ability to establish strong client relationships and proactively address customer concerns
• Facilitate workshops with external and internal stakeholders to define scope, success metrics and delivery timelines.
• Drive continuous improvement and automation initiatives to enhance operational efficiency and customer experience.
• Partner with Quality, training and transformation teams to institutionalise process excellence.
• Participate and sometimes lead, responses to RFP’s and business proposals for potential clients.
• Review the performance of team members to ensure efficiency in meeting individual & team targets based on SLAs and other metrics
• Foster a culture of accountability, innovation and collaboration while working as ONE team with HR, L&D and other enabling partners.

Skills

Insurance domain expertise

P&C insurance lifecycle

Team leadership

Delivery management

Digital transformation

Stakeholder management

P&L oversight

Cross-functional collaboration

Analytical skills

Client relationship management

Change management

Transition leadership

15+ years experience

Job description

Inviting applications for Service Delivery Leader role in Insurance Operations

• Lead end to end delivery of Insurance operations while adhering to SLA’s, KPI’s and compliance frameworks along with driving productivity and accuracy.
• Lead from the front working closely with enabling team during transitions for new clients or processes, ensuring successful knowledge transfer and operational stabilization.
• Demonstrates the ability to establish strong client relationships and proactively address customer concerns
• Facilitate workshops with external and internal stakeholders to define scope, success metrics and delivery timelines.
• Drive continuous improvement and automation initiatives to enhance operational efficiency and customer experience.
• Partner with Quality, training and transformation teams to institutionalise process excellence.
• Participate and sometimes lead, responses to RFP’s and business proposals for potential clients.
• Review the performance of team members to ensure efficiency in meeting individual & team targets based on SLAs and other metrics
• Foster a culture of accountability, innovation and collaboration while working as ONE team with HR, L&D and other enabling partners.

Preferred Skills, Qualification & Experience:

• Insurance experience in P&C insurance lifecycle – pre-placement, placement, and post-placement activities (such as endorsements processing, policy administration, policy checking, policy issuance, quoting, renewal prep, submissions, surplus lines, licensing, agency admin, inspections and so on, business development or similar role.
• Domain expertise at least in one stream (e.g. UW, Claims) is an advantage
• Proven experience in leading onsite transitions and large teams in operations
• Experience in leading technology-enabled transformation projects will be an advantage
• Strong digital operations management, analytical skills, problem solving & decision-making ability
• Experience in engaging with senior leadership (both external & internal)
• Prior P&L responsibilities for insurance related products
• 15+ years of experience
• Ability to work collaboratively with diverse teams
• Strong organizational skills and attention to detail