AVP - Client Partner, Insurance

Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design- thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients’ success. We think that is simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.

Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data- rich, omni-channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end.  We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics.

Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.

Job Description

ROLE SUMMARY: 

Sutherland has an exciting opportunity for an experienced Client Partner (CP) to join our Insurance team.  Our current Insurance offerings are:

• Sales, Marketing, and Distribution
• New Business, Underwriting
• Policy Services and Customer Care
• Claims Support
• Actuarial Support
• Finance and Accounting

KEY DUTIES AND RESPONSIBILITIES:   

• Build a trusted partnership with clients and act as the face of Sutherland to the Account for the current book of work
• Defend, renew and grow our present book of business by building customer loyalty through extraordinary service excellence
• Create deep and long-lasting client relationships
• Ensure we are the client’s first choice for add-ons to our existing work
• Identify opportunities for services outside our existing work and partner with the Client Executive to ensure the win
• Leverage geographically disbursed delivery teams in order to deliver full lifecycle solutions and services
• Responsible for all service excellence, revenue growth, profitability and customer satisfaction
• Identify opportunities to expand upon existing services to gain greater share of the client’s business and leverage Sutherland’s multiple geographies and channels
• Secure customer loyalty through continuous improvement and focused digital innovation initiatives as part of a multi-year strategic account plan
• Thoroughly understand the client’s business, both strategic and tactical, including themes and underlying issues, and align Sutherland’s current and future capabilities to create client opportunity and solve business problems
• Accountable for geographically disbursed delivery teams in order to deliver full lifecycle solutions and services
• Relentlessly focused on a “them not us” approach to address the client’s challenges ultimately helping clients feel confident in their decisions to continue to rely on Sutherland

Qualifications

• 12+ years in the Insurance industry
• In depth Domain e