Manager
TCS · Pune
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 433498
Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.
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Collected role description
“Operations – Life & Annuities (L&A) Insurance & Distribution Contact Centre” Role Overview · 14+ years of experience in large managed contact centres supporting international insurance markets (primarily US, UK & Australia), with a strong focus on Life Insurance and Annuities servicing. · Strong awareness of a blended, digital-first operating model across voice + chat + email + messaging + portal/self-service. · Must bring deep Life & Annuities insurance domain expertise, including policy servicing, benefits support, and customer lifecycle management. --- Key Knowledge Required 1. Contact Centre Technology Leadership (Hands-on + Strategic) · Adequate knowledge across the contact centre technology stack and modernization roadmap: o CCaaS / ACD / IVR, skills-based routing, callback, speech & text analytics, Quality Management (QM) o CRM / Case management integrations (Salesforce, Dynamics, ServiceNow as applicable) o Workforce Management (forecasting, scheduling, shrinkage, real-time adherence) o Digital channels: chat, messaging, social, email routing, co-browse (where applicable) o Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where regulatory-approved).
Collected minimum qualification
BACHELOR OF COMMERCE
Collected experience requirement
21 - 25 Years