Cindy Eves
SVP - Client Services (Insurance) @WNS
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WORK HISTORY
SVP - Client Services (Insurance) @WNS
Leading the strategic BPO service delivery partnership between WNS and Mosaic Insurance, with accountability for complex, multi-tower outsourced operations spanning Insurance Services, Finance & Accounting, Technology, Reporting & Analytics, and Transformation. Fully accountable for commercial outcomes, regulatory alignment, contractual compliance, and operational performance- Manage the end-to-end strategic outsourcing relationship, ensuring services meet contractual commitments, regulatory standards, and agreed customer outcome expectations- Oversee performance across all service towers, leveraging defined KPIs, SLA frameworks, and root cause analysis to drive quality, efficiency, and risk mitigation- Lead early issue resolution efforts, embedding robust escalation and remediation protocols to prevent downstream impact- Drive change across supplier operations, delivering transformation across credit control, claims, and underwriting to enhance turnaround times, accuracy, and consistency- Sponsor innovation initiatives, including the enablement of AI and GenAI capabilities, to deliver scalable, insight-led service improvements and customer engagement tools- Provide strong governance leadership, restoring and maintaining client confidence through transparency, strengthened risk controls, and structured executive reporting.Own delivery from offshore including leadership of ~300 FTE, ensuring full alignment with strategic priorities and service expectations.
EDUCATION
External Learning
IMC: Investment Management Certificate
ABOUT CINDY EVES
SVP - WNS Account Director Mosaic Insurance Women in Insurance Finalist 2024
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