Customer Director - Insurance Domain
Role and Responsibilities
Client Engagement and Relationship
* Develop meaningful strategic approaches for all existing and new clients.
* Utilize strategic agility to identify and solve problems for specific client business or brand issues.
* Maintain and develop key client relationships.
* Implement strategic branding and practice-specific resources into team.
* Identify, execute and convert client business opportunities.
* Perform project based on client requirements and gain client confidence.
* Educate clients and influence to sell strategic and creative solutions.
* Conduct negotiations in mutual best interest of clients.
* Attain positive reviews from clients on quarterly client satisfaction survey (ACSAT)
* Initiate and execute client revenue producing engagements and attain targets.
* Assist project managers to direct complex large scale client engagements.
* Direct client strategic planning engagements.
Delivery Management
* Responsible direct line of sight to the end to end delivery requirements for the client – includes delivery of onshore and offshore operations
* Own the onshore operations for their respective client area viz. contact centre, client finance area, actuarial and IQA etc.
* People Management for onshore and indirect management for offshore e.g. morale, motivations, incentives etc.
* Deliver on the continuous improvement and transformation programme Year on Year basis the goals set by the business annually/3year/5 year plan
* Develop and build expertise on the Insurance domain developing a vision for the future on service and propositions for the HCL Insurance business
* Lead and motivate the development and delivery of the IBS modernization of the Product and Technology estate.
Revenue and Profit Management
* Develop win-win solutions for clients and grow the size of the relationship with the concerned client
* Identify new emerging needs of our clients and solution new product and services for the client area
* Monitor and manage account profitability above margin targets.
* Plan and implement on the cost optimization programme to deliver on the cost agenda
* Develop and attain accurate quarterly and annual revenue forecasts for every account.
* Present weekly/monthly/quarterly/annual performance report.
Qualifications and Education Requirements
Preferably degree / professional qualification or minimum 20 years of client relationship management, delivery management with experience in delivering on transformation agenda for Insurance companies. Management experience at Director level delivering key change impacting shareholder value defined in terms of strategic impact, high risk, complexity and financial size
Skills/Knowledge/Experience
* Ultimately responsible for the guidance and development of team so it is essential one is a great communicator, able to inspire your team and spot potential. Man (or woman) management skills are a must!
* Proven track record in growing accounts, winning new business/pitches. You must have great campaign and sector knowledge from experiential to digital, financial services.
* Strategic ability and insight of clients must be second to none. Client is main business and you must know everything about them inside and out to enable you to solve the issue at hand and increase your client’s revenue
* People management is key.
* Able to understand and measure the impact of strategies and activities on the business
* Build and maintain deep internal and external/sector-wide relationships
* Develop winning strategies and plans to achieve HCL goals
* Understands the broader context and operates with a global mindset
* Expertise in the concepts, principles and practices of delivering client and company strategic programmes.
* Self motivator with the ability to work with much ambiguity
* Ability to lead and motivate new teams quickly and effectively
* Mentally agile and decisive – good numerical understanding and sound commercial judgment
* Able communicator. Persuasive and articulate, able to influence and negotiate at senior / exec level.
* Understands the risks faced by the organization and the controls in place to manage and mitigate risks