Client Service Director / Engagement Lead - P&C Insurance

Client Service Director / Engagement Lead - P&C Insurance

Primary Skill: Automation CoE, Customer Management

Location: London, UK | Hybrid (3 days onsite/week)

Experience: 15–20 years

Role Summary

We are seeking a senior Client Service Director / Engagement Lead with strong P&C Insurance and Automation Center of Excellence (CoE) experience. This role will lead the setup, strategy, and execution of an Automation CoE, act as a trusted advisor to clients, and drive large-scale digital transformation programs while ensuring delivery excellence, revenue growth, and client retention.

Key Responsibilities

• Act as a strategic partner to clients, providing thought leadership and domain expertise in P&C Insurance.
• Establish and lead the Automation CoE, including strategy, operating model, platform setup, and execution governance.
• Align automation initiatives with business and technology objectives.
• Own client relationships, governance, escalations, CSAT, and retention.
• Drive account growth through upsell/cross-sell and solution positioning.
• Lead presales activities including RFP/RFI, SOW, estimations, and proposals.
• Oversee delivery execution, risk management, SLA adherence, and financial performance.
• Lead, mentor, and develop delivery, program, and project leadership teams.
• Represent the CoE in senior leadership and executive forums.

Must Have

• 15+ years of experience leading large, complex technology or insurance transformation programs.
• 10+ years in senior leadership or client-facing roles.
• Strong P&C Insurance domain knowledge (applications, processes, platforms).
• Experience delivering large digital transformation, automation, QA, COTS, or data programs.
• Proven expertise in client management, governance, and executive communication.
• Bachelor's degree in Computer Science or Business Management.
• Willingness to travel as required.

Good to Have / Certifications

• PgMP, SAFe, ITIL