Head of Servicing

4 weeks ago

Mumbai, India Lockton Full time
Lockton is a global professional services firm with over 10,000 associates who advise clients on protecting their people, property and reputations. Lockton has grown to become one of the world’s largest privately held, independent insurances brokers by helping clients achieve their business objectives.

Conducting business in over 140 companies worldwide, Lockton has recently announced it’s expansion to the Indian market as part of a longer term strategic plan to continue growing within the Asia region. Part of Lockton’s commitment to this growth is the positive impact on economic growth and new opportunities within the local communities.

Job PurposeLockton India is currently seeking a Head of servicing for our People Solutions division. This role oversees a high performing team responsible for designing insurance servicing solutions in partnership with the People Solutions practice team. Post placement, this team is also relied upon to provide world class customer experience to customers.

Job TasksCollaborates with sales team and devise a robust placement & servicing strategy in sync with the sales & retention strategies.Proactively implement short- and long-term strategies and metrics to set industry benchmark in servicing in people solutions.Implementing strategies to provide Industry-best experience to its Customers, which shall include speedy policy issuance, people onboarding, endorsements and claims adjudication in the most efficient manner.Identify, prioritize, and execute strategies to support product & technical training needs of the team as well as the product & process innovation needs.Take active lead in innovation projects & collaborate with technology teams at all stages to ensure that the tech projects related to PS are implemented and utilised in line with organisation vision and focus.Actively engage with all team members and provide required guidance wherever required. Conduct structured portfolio reviews internally and take necessary steps to ensure that team performs is in conformance with the key result areas of the team.Plan and execute Customer engagement initiatives, such as portfolio reviews, policy workshops, market updates etc.Build and nurture relationship with all Insurance companies, TPAs & other service providers which helps in speedy resolution of the problems and faster servicing.

Qualifications & Experience· Graduate or post-graduate education in a related field.· Insurance certification from III is strongly preferred.· 15 years of experience in placement/servicing with at least 7 in a leadership capacity.· Thorough understanding of the insurance products and its processes, critical thinking, problem solving skills, negotiation skills, interpersonal skills, ability to effectively manage stakeholder / client relationships and communication skills (written & verbal).· Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal teams, external partners, and stakeholders.· Strategic thinker with a results-driven mindset, capable of driving innovation and continuous improvement in insurance operations.

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

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