Customer Service Team Lead

Job Description

Position: Team Leader - Service

Level: Team Leader

About Policybazaar:

As India's largest insurance broker, Policybazaar is committed to making insurance accessible and understandable for every Indian. Since 2008, we have been at the forefront of transforming the insurance sector by providing transparent, efficient, and unbiased solutions tailored to the diverse needs of over 80.5 million registered users.

With a dominant market share of over 93% in the digital insurance aggregator space and annual premium collection exceeding ₹15,000 crore in FY24, we have established ourselves as a trusted name in insurance and financial protection. Our platform facilitates millions of insurance inquiries annually and features a wide range of products from over 50 insurance partners, covering health, life, motor, and corporate insurance solutions.

To date, we have issued over 44.3 million policies and played a crucial role in protecting 9 million families against death, disease, and disability. Our 24x7 online support, combined with on-ground assistance from over 6,000 insurance advisors, ensures a seamless experience for our customers.

With an average customer rating of 4.4 stars and more than 23 million app downloads, we are dedicated to fulfilling the Insurance Regulatory and Development Authority of India's (IRDAI) vision of Har Family Hogi Insured by 2047. Whether it is policy issuance, claim settlement, or simply understanding your insurance needs better, we are here to help.

Join us on our mission to make insurance simple, accessible, and effective for all.

About the Job

The Team Leader - Customer Service is responsible for overseeing the daily operations of a customer service team, ensuring the timely delivery of services according to SLAs, and maintaining high levels of both employee and customer satisfaction. This role requires strong leadership, the ability to manage relationships with clients, and the skills to optimize team performance. The Team Leader will also be responsible for resource management, goal setting, scheduling, and resolving issues efficiently while ensuring compliance with operational standards.

Roles and Responsibilities:

• Manage the seamless operations of the customer service team, ensuring timely SLA delivery and consistently high levels of employee and customer satisfaction.
• Establish and nurture relationships with clients, ensuring effective communication and engagement.
• Oversee daily team operations, including organizing resources, setting goals, and formulating strategies in collaboration with executives and clients.
• Ensure that team members consistently meet agreed-upon performance standards and job requirements.
• Implement and monitor the buddy system to ensure smooth operations during times of leave (annual, sick, study) and guarantee minimal disruption to work schedules.
• Monitor and document the work schedules of staff, including tracking absences and adjusting as necessary.
• Ensure all audit-related issues are addressed and resolved promptly and effectively.
• Collaborate with internal teams across departments to drive operational improvements and enhance service delivery.
• Serve as the primary point of contact for resolving any issues or queries related to assigned business functions.

ISMS Responsibilities:

• Ensure that project management methods in used by the organization cover
• Information security objectives are included in project objectives
• An information security risk assessment is conducted at an early stage of the project to identify necessary controls
• Information security is part of all phases of the applied project methodology
• Ensure information security implications are addressed and reviewed regularly in all projects

Desires Skills and Experience:

• Proven experience in telesales or insurance sales (Health, Motor, Life) and team leadership.
• Strong communication, leadership, and problem-solving skills.
• Ability to manage a team, ensure performance standards are met, and handle client relationships effectively.
• In-depth knowledge of SLA management and resource optimization.
• Excellent organizational skills, particularly in managing schedules and performance documentation.
• Experience in collaborating with multiple internal teams to drive operational success.
• Ability to resolve customer and operational issues in a timely and effective manner.

What do we offer

• Opportunity to earn good incentives
• Endless growth opportunity
• GMC – Group Medical Coverage
• Group Personal Accident Insurance
• Gratuity
• Wellness Programs
• Give back to society through CSR
• Continuous talent enhancement program
• Childcare facility
• Tax Saving flexi benefits

We Are an Equal Opportunity Employer

At our company, we firmly believe in upholding the principles of Equal Employment Opportunity (EEO). We ensure that all individuals, regardless of their race, ethnicity, gender, age, religion, disability, or any other protected characteristic, have equal access to employment opportunities, fair treatment, and advancement within our organization.

Please feel free to reach out to me at [Confidential Information] or 8368529190