Job
Description
Management Level :06 Senior Manager Location :Bangalore/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai Must have skills: Contact Center Transformation, Customer Service Strategy, Technology and Innovation Good to have skills: Industry Trends and Disruptions, Claims Management Expertise, General Regulatory and Compliance Expertise, Digital Literacy, Value architect, Product Owner, Business Analyst, Digital transformation, Business case creations for Contact center transformation. Job Summary : We are seeking a highly motivated and experienced Senior Manager with deep expertise in customer service transformation, with a specific focus on leveraging technology, AI, and innovation within the insurance sector. Critically, this role requires demonstrable experience working within an insurance firm in a customer service transformation capacity. This role will be pivotal in leading and driving initiatives to revolutionize customer experience, optimize service delivery, and implement cutting-edge solutions. The ideal candidate will be a thought leader with a proven track record of success in customer service transformation, particularly in the application of technology and AI within an insurance company environment. If this role resonates with you, we invite you to discover many exciting global opportunities available within Accenture Strategy & Consultings Customer, Sales & Service practice. Roles & Responsibilities: Subject Matter Expertise: Serve as subject matter expert (SME) on insurance customer service trends, best practices, technologies (including AI, automation, and analytics), and general regulatory guidelines. This includes staying abreast of evolving customer expectations, digital transformation trends, emerging technologies, and the competitive landscape within the insurance industry. Customer Experience Vision & Strategy: Develop and champion a forward-thinking customer experience vision and strategy, tailored to the insurance industry, with a focus on leveraging technology and AI. This includes defining customer journeys, identifying pain points, and designing innovative service models informed by firsthand experience within an insurance organization. Customer Service KPI Mastery: Possess a strong understanding of key customer service performance indicators (KPIs) in the Insurance sector, including customer satisfaction (CSAT), Net Promoter Score (NPS), first call resolution (FCR), average handle time (AHT), and cost per contact, Digital and Omni channel KPIs, Claims Specific KPIs, Employee Satisfaction, etc. Be able to analyze and interpret these KPIs to identify areas for improvement. AI & Automation Implementation: Lead the exploration, evaluation, and implementation of AI-powered solutions to enhance customer service, such as AI-driven chatbots, virtual assistants, personalized recommendations, and automated claims processing. This requires an understanding of how these technologies integrate within existing insurance systems and workflows. Digital Transformation Leadership: Drive the digital transformation of customer service, including the implementation of self-service portals, mobile apps, CRM systems, and other relevant technologies. Focus on creating seamless omnichannel experiences. Experience integrating these technologies into an insurance firm's ecosystem is essential. Innovation & Emerging Tech: Identify and evaluate emerging technologies and innovative solutions that can enhance customer service in insurance, such as natural language processing (NLP), machine learning (ML), etc. The ideal candidate will have a network within the insurance technology space. Process Optimization & Automation: Analyze and optimize existing customer service processes to improve efficiency, reduce costs, and enhance customer satisfaction, with a focus on automation and technology enablement. This requires a deep understanding of insurance operations and workflows. Technology Evaluation & Vendor Management: Evaluate and recommend customer service technologies and platforms, including AI-powered solutions. Oversee the implementation and integration of these systems, ensuring seamless functionality and user adoption. Manage relationships with third-party vendors. Data Analytics & Reporting: Utilize data analytics to measure customer service performance, identify areas for improvement, track the effectiveness of transformation initiatives, and demonstrate the ROI of technology investments. Develop and present reports on key metrics and trends. Experience using insurance-specific data sources Experience with insurance-specific KPIs is essential. Client Engagement: Consult with clients on their customer service strategies and provide expert guidance on transformation initiatives, with a focus on technology and AI adoption. This may involve leveraging knowledge of specific insurance regulations and compliance requirements. Pre-sales activities: Lead and contribute to pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc. Thought Leadership :Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc. Continuous Learning :Ability to take new challenges and to be an enthusiastic learner. Professional & Technical Skills: MBA from a tier 1 or tier 2 institute. 10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences. Experience in working for an Insurance company in Service Transformation role. Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes with consulting experience (optional). Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements. Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs. Strong stakeholder management skills and a proactive approach to issue and risk resolution. Bachelors degree in related field or equivalent experience and Post-Graduation in Business management would be an added value. Experience leading the design and implementation of contact center applications, from concept to deployment, is highly desirable. Additional Information: An opportunity to work on with key G2000 clients Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your to grow your skills, industry knowledge and capabilities Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. Qualification Educational Qualification :Post Graduation in Business Management
