General Manager

HCLTech · Uttar Pradesh, India

1. Practice & Capability Leadership

• Build and scale insurance operations capability across key areas such as claims, underwriting support, new business, policy servicing, billing, renewals, annuities, pensions, group benefits, and customer service.
• Define practice priorities based on client demand, market trends, regulatory change, delivery insights, and transformation opportunities.
• Develop reusable assets including solution playbooks, operating model frameworks, process maps, proposal content, case studies, and transformation roadmaps.
• Create domain-led propositions for insurance operations transformation, including claims modernization, underwriting support, servicing optimization, automation, quality improvement, and regulatory control uplift.
• Mentor internal SMEs, solution leads, analysts, and delivery teams to strengthen insurance domain capability.

2. Pre-Sales, Solutioning & Deal Support

• Lead domain solutioning for strategic insurance pursuits, RFPs, proactive proposals, renewals, and expansion opportunities.
• Own the insurance solution narrative, including scope, operating model, process design, staffing assumptions, governance, transformation levers, controls, KPIs, and business case inputs.
• Conduct client discovery sessions, solution workshops, due diligence discussions, and oral presentation preparation.
• Work with delivery, transition, technology, automation, analytics, compliance, and commercial teams to build integrated and executable solutions.
• Provide solution quality control to ensure proposals are practical, differentiated, deliverable, and aligned with insurance industry expectations.

3. Go-to-Market & Offering Development

• Develop GTM themes and value propositions for Life & Pensions, Group Benefits, Retirement, Health, and Property & Casualty operations.
• Shape market-facing narratives around claims operations, underwriting operations, policy servicing, customer experience, regulatory operations, automation, analytics, and GenAI-assisted operations.
• Partner with sales and marketing teams to create PoVs, pitch materials, analyst inputs, solution showcases, and campaign content.
• Identify repeatable offerings that can be industrialized across clients, such as claims intake and triage, document intelligence, underwriting support, policy servicing optimization, billing reconciliation, complaints handling, and contact center modernization.

4. Strategic Client Engagement

• Engage with strategic insurance accounts to identify whitespace opportunities and shape proactive transformation discussions.
• Support executive client conversations with a clear view of insurance operating challenges, cost pressures, service expectations, regulatory needs, and automation opportunities.
• Partner with account teams to build account-specific value propositions, solution themes, and expansion plans.
• Convert delivery learnings and client pain points into proactive pursuits and measurable pipeline opportunities.

Key Requirements

Area

Requirement

Experience

15+ years in BFSI, with strong experience in insurance operations, consulting, solutioning, transformation, or practice leadership.

Insurance Domain

Deep understanding of one or more insurance segments: Life & Pensions, Group Benefits, Retirement, Health, Property & Casualty, annuities, or broker / TPA operations.

Process Knowledge

Strong exposure to claims, underwriting support, new business, policy servicing, billing, renewals, endorsements, commissions, customer service, complaints, regulatory operations, and document management.

Solutioning Exposure

Must have led or significantly contributed to solutioning for insurance clients across operations, technology, automation, analytics, and transformation.

Practice Building

Experience in building domain capability, reusable assets, CoEs, service offerings, or insurance transformation propositions.

Pre-Sales

Strong experience in RFPs, proactive proposals, solution workshops, deal shaping, orals, and executive client presentations.

Transformation

Ability to design practical operating models and transformation roadmaps using process redesign, workflow, analytics, automation, AI-assisted operations, and quality controls.

Client Engagement

Strong executive presence with the ability to lead client workshops, structure ambiguous problems, and convert insights into commercial opportunities.

Platform Awareness

Awareness of insurance platforms, workflow tools, document management, CRM, claims systems, underwriting platforms, analytics, and automation technologies. Exposure to Guidewire, Duck Creek, Majesco, Salesforce, ServiceNow, Pega, Appian, or similar platforms is useful but not mandatory.

Certifications

Preferred: Insurance certifications, Lean Six Sigma, PMP, Agile, business analysis, operations excellence, automation, analytics, or GenAI-related certifications.

Education

Bachelor's degree mandatory. MBA, Master's degree, insurance qualification, or equivalent professional certification preferred.

Success KPIs

• Practice-led insurance pipeline created and influenced.
• Strategic deals shaped, supported, or won with clear domain and solution ownership.
• Reusable insurance assets, playbooks, frameworks, and proposal modules developed.
• Improved quality and consistency of insurance RFP and proactive proposal responses.
• Client workshops, discovery sessions, and transformation conversations supported.
• Insurance offerings developed and taken to market with sales and account teams.
• Internal insurance domain capability strengthened across SMEs, solution leads, analysts, and delivery teams.

Key Areas of Focus

• Claims Operations: intake, triage, document review, coverage validation, payment support, appeals, complaints, quality, and leakage control.
• Underwriting & New Business: application processing, evidence collection, case follow-up, underwriting support, policy issuance, and case completeness.
• Policy Servicing: endorsements, renewals, beneficiary changes, reinstatements, surrender / withdrawal processing, annuity and pension servicing.
• Group Benefits Operations: enrollment, eligibility, census, billing, premium reconciliation, employer service, broker service, and member support.
• Customer Service Operations: voice, email, chat, back-office servicing, knowledge management, complaint reduction, and service quality.
• Regulatory & Compliance Operations: audit readiness, quality monitoring, control testing, exception handling, regulatory reporting support, and process adherence.
• Automation & GenAI-Assisted Operations: document intelligence, workflow automation, summarization, knowledge assistants, quality automation, exception routing, and operations analytics.

Preferred Candidate Profile

The ideal candidate is an insurance operations leader with strong practice, pre-sales, solutioning, and client engagement experience. The individual should be able to operate at both strategic and process levels - leading senior client conversations while also shaping practical, executable solutions.

The candidate should bring strong insurance domain depth, commercial awareness, clear writing skills, workshop leadership, and the ability to work effectively across sales, delivery, consulting, technology, and transformation teams.