Job Summary:

12 to 18 years of experience in Life Insurance technology, operations, or delivery management, with significant experience supporting US clients (mandatory).

Role Summary:

The Delivery Manager will be responsible for leading end-to-end delivery for Life Insurance clients within the HAL (Health, Annuity & Life) portfolio. The role requires strong client-facing capabilities, deep understanding of US Life Insurance business processes, governance leadership, operational excellence, and management of cross-functional global delivery teams. The individual will serve as the primary delivery leader for assigned clients, ensuring high-quality execution, operational stability, stakeholder satisfaction, compliance with SLAs, and achievement of business objectives. This role requires overlap with regular US business hours.

Key Responsibilities:

Client Relationship Management:

- Manage client expectations, escalations, risks, and issue resolution.

- Build trusted relationships with client executives, business stakeholders, and operational leaders.

- Lead governance meetings, steering committees, QBRs, and operational reviews.

- Identify opportunities to expand services and drive client value.

Delivery Leadership:

- Own end-to-end delivery of Life Insurance administration engagements.

- Lead geographically distributed teams across Business, Operations, Technology, QA, and Support functions.

- Ensure commitments are delivered on schedule, within scope, budget, and quality expectations.

- Drive continuous service improvements and operational efficiencies.

- Manage resource planning, capacity management, and utilization.

Governance & Program Management:

- Establish strong delivery governance mechanisms.

- Track and report KPIs, SLAs, operational metrics, financial performance, risks, and dependencies.

- Lead executive status reporting and communication.

- Drive issue management, risk mitigation, and corrective action plans.

- Ensure compliance with organizational delivery standards and SDLC processes.

Life Insurance Domain Leadership:

- Provide subject matter expertise across Life Insurance policy administration functions including: New Business, Underwriting, Policy Issuance, Policy Servicing, Billing and Premium Collection, Claims, Commissions etc.

IT Service Management:

- Ensure adherence to ITIL-based service delivery processes.

- Govern Incident, Problem, Change, Release, and Service Request Management.

- Monitor RCA reviews and preventive actions for major incidents.

Required Qualifications:

Experience:

- 12 to 18 years of overall experience in Insurance and Technology Delivery.

- Minimum 5+ years in Delivery Management or Program Management roles.

- Extensive experience working directly with US-based Insurance clients.

- Strong experience managing large delivery teams and complex programs.

Domain Expertise:

- Deep knowledge of US Life Insurance products and operations.

Delivery & Governance:

- Demonstrated experience leading large-scale client engagements.

- Strong governance, reporting, stakeholder management, and risk management capabilities.

- Experience managing executive-level client communications.

Success Measures:

- Client Satisfaction (CSAT)

- SLA Achievement

- Delivery Predictability

- Escalation Management

- Growth of Client Portfolio