Operations Team Lead- Insurance

Role: Operations Team Lead-BPO 4

Function: Team and SLA Management

Experience: 6-10 Years

Location: Pune

Skillset:

Life and Pensions Insurance- Mandatory**

BPO Operations

Insurance Operations

Life and pension insurance

MIS Reporting

UK Insurance

Responsibilities:

Training:

• Manage a set of new hires through initial team bonding exercises.
• Prepare a training schedule and adhere to timelines.
• Track attendance and maintain MIS for test scores etc.
• Ensure that training material is updated.
• Gauge the understanding levels of the batch from time to time and report back to the Manager.
• Provide ongoing, constructive feedback to the team.
• Initiate ID creation requests with the tech team.
• Ensure that the entire batch is aware of the quality parameters.
• Ensure complete supervision as soon as the batch hits the floor.
• Identify gaps and plan training sessions for the existing team.

Operations:

• Manage a team of 15-20 + associates.
• Track attendance and maintain MIS for test scores etc.
• Ensure that training material is updated.
• Provide ongoing, constructive feedback to the team.
• Identify gaps and plan training sessions for the existing team.
• Responsible for customer service turnaround within set time frames.
• Ensure accurate documentation of customer profiles.
• Handle written customer correspondence on behalf of customer.
• Communicate with operations staff on client issues, policy change etc.
• Should be able to communicate effectively with customer based out of UK
• Passing the case to the relevant Q based on information given/missing.
• Should be able to analyze customer requirements & process cases accordingly.
• Meet unit level targets set for efficiencies, service levels and attrition.