Service Delivery Manager - Property & Casualty Insurance

About the Role

We are seeking an experienced Service Delivery Manager to lead our India-based team focused exclusively on Property & Casualty (P&C) insurance operations. This leadership position demands managing service delivery teams, resolving conflicts, streamlining processes, overseeing financial budgets, and driving operational improvements during a transformational phase for the organization.

Key Responsibilities

• Lead and mentor service delivery supervisors and client teams ensuring efficient execution of processes that meet client expectations.
• Establish and continuously improve delivery processes to provide uniformly excellent client experiences.
• Manage day-to-day client interactions across multiple channels, including email, phone, and in-person meetings, strengthening client relationships and onboarding new clients efficiently.
• Drive business growth initiatives by proactively enhancing client experience and supporting strategic client acquisition and development efforts.
• Evaluate customer feedback consistently to maintain and improve service quality aligned with customer satisfaction benchmarks.
• Address complex, high-impact client issues through root cause analysis, cross-department collaboration, and effective communication to implement corrective actions.
• Lead department, division, or corporate projects aligned with organizational strategies.
• Manage staffing and budgetary priorities to optimize employee engagement, client satisfaction, and business development outcomes.

Candidate Qualifications

• A minimum of 15 years of professional experience with at least 7 years in management roles.
• A graduate degree from a recognized university.
• Strong leadership skills including effective staff performance management, coaching, and development.
• Excellent communication skills with the ability to build and maintain productive team and client relationships.
• Proven track record of driving operational excellence and customer-centric delivery in a service environment.

About the Company

ReSource Pro Operational Solutions Pvt Ltd is a recognized industry leader providing innovative tools, technology, and strategic services to the insurance sector enabling operational excellence and profitable growth. With headquarters in New York and global service centers, we support over 370 insurance organizations worldwide with a 97% client retention rate over more than a decade. Our team comprises over 4,700 professionals dedicated to exceptional service delivery.