Delivery Manager – Life & Pension / Insurance Domain

Job Title: Delivery Manager – Life & Pension / Insurance Domain

Location:

Experience:

Shift:

Domain Expertise:

Job Summary

Delivery Manager

Key Responsibilities

• Lead and manage a

  team of 100+ FTEs

  within customer service operations.
• Provide

  strategic direction

  to ensure on-time, high-quality, and best-in-class service delivery.
• Drive off-shore delivery solutions with emphasis on quality, timeliness, and client expectations.
• Support

  resource planning

  , including recruitment, allocation, and utilization of manpower.
• Liaise with business users across multiple project streams to understand requirements.
• Manage and drive overall program service delivery across all channels.
• Act as the key contact for governance forums and client escalations.
• Ensure full compliance with

  Program-level SOW

  and contractual obligations.
• Lead business process

  re-engineering and optimization

  initiatives.
• Ensure robust monitoring of delivery metrics, SLAs, and financial/commercial KPIs.
• Support transformation, change management, and continuous improvement initiatives.

Must-Have Skills & Requirements

1. Strong BFSI / Insurance domain knowledge (Life & Pension preferred).
2. Experience in strategizing and managing SLA and client metrics.
3. Strong customer interfacing and experience management skills.
4. Excellent understanding of delivery and business responsibility.
5. Exposure to Project Management methodologies, estimation, and pre-sales support.
6. Strong executive presence and stakeholder leadership.
7. Ability to drive transformation using industry best practices and lessons learned.
8. Strong client relationship management and stakeholder engagement skills.
9. Effective leadership, planning, and organizational skills.
10. Creative problem-solving ability.
11. Proven track record of leading change initiatives.
12. Strong business acumen and ability to support strategic and tactical service delivery operations.
13. Ability to work effectively with ambiguity, shifting priorities, and multiple deadlines.