Job Title: Industry SME – Insurance / Senior Manager S&C GN SONG
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:
As an Industry SME – Insurance / Senior Manager S&C GN SONG, you will be responsible for leading and driving initiatives to revolutionize customer experience, optimize service delivery, and implement cutting-edge solutions within the insurance sector. Your role will involve leveraging technology, AI, and innovation to transform customer service. You will work closely with clients, providing expert guidance on customer service strategies and transformation initiatives.
Roles & Responsibilities:
- Serve as subject matter expert (SME) on insurance customer service trends, best practices, technologies (including AI, automation, and analytics), and general regulatory guidelines.
- Develop and champion a forward-thinking customer experience vision and strategy tailored to the insurance industry, with a focus on leveraging technology and AI.
- Possess a strong understanding of key customer service performance indicators (KPIs) in the Insurance sector and analyze these KPIs to identify areas for improvement.
- Lead the exploration, evaluation, and implementation of AI-powered solutions to enhance customer service.
- Drive the digital transformation of customer service, including the implementation of self-service portals, mobile apps, CRM systems, and other relevant technologies.
- Identify and evaluate emerging technologies and innovative solutions that can enhance customer service in insurance.
- Analyze and optimize existing customer service processes to improve efficiency, reduce costs, and enhance customer satisfaction.
- Evaluate and recommend customer service technologies and platforms, including AI-powered solutions, and manage relationships with third-party vendors.
- Utilize data analytics to measure customer service performance, identify areas for improvement, and track the effectiveness of transformation initiatives.
- Consult with clients on their customer service strategies and provide expert guidance on transformation initiatives.
- Lead and contribute to pre-sales activities including response to RFPs, creating proofs of concept, and demonstrating solutions during client orals.
- Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, and performing analysis on industry research and market trends.
- Continuously take on new challenges and 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.
- 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.
- Bachelor’s 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 transformative projects with key G2000 clients.Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- This position is based at our Bengaluru/ Gurgaon/ Chennai/ Pune/ Hyderabad/ Mumbai office.
About Our Company | Accenture
Experience: 10+ Years
Educational Qualification: Post Graduation in Business Management
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us atwww.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
