Team Leader - US Life Insurance Agency Management

Gratitude Inc

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2 days ago

Team Leader - US Life Insurance Agency Management

6-8 Year(s)

Mumbai

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Job Description

Key Skills

Project management Stakeholder Management Team Management Process Improvement client management Operation Insurance Good exposure in to escalation management 2 years experience in US Life Insurance Agency Management / servicing preferred

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Team Leader – US Life Insurance Agency Management

Location: Mumbai
Experience: 6–8 Years
Shift: 24×7 / Primarily US Night Shifts
Industry: Insurance / Life Insurance
Employment Type: Permanent

Job Summary

We are looking for an experienced Team Leader – US Life Insurance Agency Management to manage day-to-day operations, lead a team, handle escalations, drive performance and support process improvement initiatives.

The ideal candidate should have strong experience in US Life Insurance Agency Management / Servicing, with a good understanding of insurance contact-center operations, voice, chat and back-office processes. The candidate should have at least 2 years of people-management experience and be comfortable interacting with US client stakeholders.

Key Responsibilities

Lead and manage a team supporting US Life Insurance Agency Management / Servicing operations.
Plan and distribute workload based on volumes, capacity and business requirements.
Monitor team performance and conduct regular internal performance reviews.
Handle day-to-day operational escalations and ensure timely resolution.
Drive SLA, productivity, quality and operational performance.
Interact with US client stakeholders and support regular business discussions.
Drive process improvement and continuous-improvement initiatives.
Lead teams toward common goals while meeting aggressive timelines.
Take calls/chats periodically to stay updated with the operating model and support volume management.
Support blended operations across Voice, Chat and Back Office functions.
Identify operational challenges and implement effective solutions.
Support project management activities and process initiatives.
Coach team members and provide feedback to improve performance.
Ensure adherence to process guidelines, quality standards and client requirements.

Must-Have Requirements

6–8 years of overall experience in insurance/contact-center operations.
At least 2 years of people-management / team-leadership experience.
Experience in US Life Insurance Agency Management / Servicing preferred.
Strong understanding of US Life Insurance operations.
Experience in Voice / Blended / Contact Center Operations.
Experience handling US client stakeholders.
Strong workload planning, distribution and operational management skills.
Experience handling escalations and resolving operational issues.
Strong problem-solving and decision-making abilities.
Good project management and process improvement skills.
Excellent written and verbal communication skills in English.
Ability to work effectively across voice, chat and back-office functions.
Ability to type 40–60 WPM for chat and email activities.
Willingness to work primarily in US night shifts and flexible 24×7 rotational shifts.

Good to Have

More than 2 years of experience in US Life Insurance Agency Management / Servicing.
Experience managing blended Voice, Chat and Back Office processes.
Experience in process transformation or continuous improvement.
Strong stakeholder-management and client-facing experience.
Experience working in a global insurance operations environment.

Key Success Measures

Achievement of SLA, quality and productivity targets.
Effective workload planning and resource utilisation.
Timely resolution of escalations.
Team performance and employee development.
Client satisfaction and stakeholder-management effectiveness.
Successful delivery of process-improvement initiatives.
Consistent performance across voice, chat and back-office operations.

Important Information

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are required for profile creation.

Role

Insurance Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

Insurance

Work Mode

Work from office

Process

Voice

Functional Area

Banking / Financial Services

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