Customer Communications Management Lead

Must Have Technical/Functional Skills

• 10–12 years of IT experience with strong hands-on expertise in OpenText CCM.
• Proven experience with OpenText Exstream / xPression (mandatory).
• Strong understanding of document composition, template design, batch and real-time processing.
• Experience in Insurance domain (Life, P&C, Group Benefits preferred).
• Knowledge of integration with core policy, claims, billing systems.
• Experience supporting production environments and regulated systems.

Preferred Skills

• Exposure to OpenText upgrades, migrations, and cloud deployments.
• Working knowledge of ITIL processes and DevOps practices.
• Experience with performance tuning and volume-based document generation.

Roles & Responsibilities

Technical Delivery & Solution Design

• Lead end-to-end design and development of OpenText CCM solutions for insurance communications.
• Provide technical leadership across CCM components including Exstream, xPression, Archive, and Correspondence.
• Ensure secure, scalable, and high-performance document generation and multi-channel delivery (print, email, digital).
• Review architecture, code quality, and design standards aligned with TCS best practices.

Insurance Communications Enablement

• Design customer communications for policy lifecycle events (onboarding, renewals, endorsements, claims, billing, regulatory notices).
• Ensure compliance with insurance regulatory, audit, and data privacy requirements.
• Support personalization, branding, and content governance needs across lines of business.

Production Support & Stability

• Provide L3 production support for CCM applications, including incident resolution, root cause analysis, and performance tuning.
• Partner with Service Delivery Managers to ensure SLA adherence, release readiness, and change management.
• Drive reduction of recurring defects and operational risk.

Team & Stakeholder Leadership

• Lead and mentor onshore/offshore CCM development teams within TCS delivery model.
• Collaborate with business stakeholders, architects, QA, and infrastructure teams.
• Contribute to effort estimation, planning, and technical risk management.

Transformation & Continuous Improvement

• Drive modernization of legacy CCM platforms, including cloud readiness and DevOps adoption.
• Identify opportunities for automation, template rationalization, and performance optimization.
• Support migrations, upgrades, and adoption of OpenText roadmap capabilities.