Team Lead

Job description

Chennai, Tamil Nadu Job Summary Purpose of the role - To manage and motivate operations team at offshore and ensure all deliverables are met - To provide training / regular updates to the team members on changes to the processes and procedures - To coordinate with onshore teams where necessary and act as a point of contact - To drive conduct risks and ensure fair customer outcomes - To supply appropriate management information as and when required - To work to continuously improve performance of the team Key Responsibilities Key tasks and responsibilities - To manage operations team handling simple to medium to high Complex activities - To be responsible for meeting SLAs and other deliverables - To coordinate activities between multiple support groups to ensure adherence to Service Levels & SLA cut-offs - Process Management and ensure day-to-day delivery - To monitor and report on process compliance and Service Delivery - To be able to promptly answer support related emails, phone calls and other electronic communications - To Manage a Team of 10-15 members - To develop a plan for the team to use to reach its goal - To ensure process training is available for those responsible for executing the in-scope activities - To listen to team members' feedback - To have one-on-one and regular feedback sessions with the employees; ensure proper feedback is provided and appraisal cycle is closed on time for all reporting employees - To ensure full deployment of performance management processes like mentoring, coaching, one-to-one sessions, etc. - To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development - To create plans, and conduct reviews; provide guidance and troubleshooting Skill Requirements Education/Qualifications/ Training Essential - Graduate in any stream - Certification in Insurance from international institutes like CII, LOMA etc. Desirable - Green Belt Certification - CFA Certification from CII, UK Specific Job Skills Essential - Understanding of Operational Processes and procedures - Hands-on experience with MS Office - Knowledge of operating within a workflow management environment - Excellent communication – verbal and written - Analytical skills - Ability to inspire and motivate people to achieve high standards - Resource Planning - People development - Knowledge of HR policies and procedures Desirable - Working with Excel based Macros - Understanding of Workbench tool and client systems Other Requirements Essential Experience - Minimum 4 years of experience in Insurance Operations - Minimum 1 year experience as Team Leader managing Insurance Operations - Experience in handling transition Desirable Experience - Experience in working at client site **#body.unify div.unify-button-container .unify-apply-now:** focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-