Team Leader - Operations

Roles and Responsibilities:

Manage the seamless operations of the customer service and upselling 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.

Any 1 south language is Mandatory.

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