Client Service Director / Engagement Lead - P&C Insurance
Primary Skill: Automation CoE, Customer Management
Location: London, UK | Hybrid (3 days onsite/week)
Experience: 15–20 years
Role Summary
We are seeking a senior Client Service Director / Engagement Lead with strong P&C Insurance and Automation Center of Excellence (CoE) experience. This role will lead the setup, strategy, and execution of an Automation CoE, act as a trusted advisor to clients, and drive large-scale digital transformation programs while ensuring delivery excellence, revenue growth, and client retention.
Key Responsibilities
* Act as a strategic partner to clients, providing thought leadership and domain expertise in P&C Insurance.
* Establish and lead the Automation CoE, including strategy, operating model, platform setup, and execution governance.
* Align automation initiatives with business and technology objectives.
* Own client relationships, governance, escalations, CSAT, and retention.
* Drive account growth through upsell/cross-sell and solution positioning.
* Lead presales activities including RFP/RFI, SOW, estimations, and proposals.
* Oversee delivery execution, risk management, SLA adherence, and financial performance.
* Lead, mentor, and develop delivery, program, and project leadership teams.
* Represent the CoE in senior leadership and executive forums.
Must Have
* 15+ years of experience leading large, complex technology or insurance transformation programs.
* 10+ years in senior leadership or client-facing roles.
* Strong P&C Insurance domain knowledge (applications, processes, platforms).
* Experience delivering large digital transformation, automation, QA, COTS, or data programs.
* Proven expertise in client management, governance, and executive communication.
* Bachelor’s degree in Computer Science or Business Management.
* Willingness to travel as required.
Good to Have / Certifications
* PgMP, SAFe®, ITIL