Team Lead

Job Summary

Business Unit: Insurance BPO – Life & Pension Services
Shift: UK / European Business Hours
Employment Type: Full‑time

Role Overview

We are looking for an experienced Team Leader to manage Life & Pension Operations for our global Insurance BPO business. The role is responsible for overseeing day‑to‑day delivery, leading and developing a team, ensuring compliance with service levels, fostering a culture of quality, and driving continuous process improvements. This position involves extensive interaction with UK/European stakeholders and requires a strong blend of people leadership, operational discipline, and domain understanding.

Key Responsibilities

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a team of executives handling Life & Pension transactions.
• Conduct regular performance reviews, provide feedback, and create development plans.
• Foster a positive, collaborative, and accountable team environment.

Service Delivery & SLA Management

• Ensure all processes are delivered within agreed SLAs, KPIs, and compliance standards.
• Monitor daily work allocation, track productivity, and ensure timely completion of tasks.
• Manage escalations proactively and liaise with UK/Europe stakeholders.

Quality & Compliance

• Drive a culture of zero defects, ensuring adherence to quality guidelines and audit requirements.
• Conduct quality checks, root cause analysis (RCA), and implement corrective or preventive actions.
• Ensure process controls are followed in line with regulatory and client standards.

Process Management & Continuous Improvement

• Identify process gaps and improvement opportunities through data analysis and team feedback.
• Implement Lean/Six Sigma‑based improvements (if applicable) to enhance efficiency and reduce risk.
• Support transformation initiatives and transitions as required.

Stakeholder Management

• Interact regularly with onshore (UK/Europe) teams for updates, clarifications, and governance discussions.
• Prepare and present operational dashboards and performance reports.

People, Culture & Engagement

• Drive an empathetic and high‑trust culture of teamwork, integrity, and accountability.
• Promote adherence to organizational values and contribute to employee engagement initiatives.
• Encourage continuous learning and skill enhancement within the team.

Skill Requirements

• Graduate in any discipline; Insurance certification preferred.
• 3–6 years of experience in Insurance BPO operations, with at least 1–2 years in a team lead capacity.
• Strong communication skills — written and verbal — suitable for UK/European business communication.
• Good understanding of Life & Pension servicing, workflow management, customer handling, and policy updates.
• Strong knowledge of SLAs, KPIs, quality metrics, and productivity management.
• Ability to lead teams in a dynamic, high‑volume operational environment.
• Proficient in MS Office (Excel, Outlook, PowerPoint).

Other Requirements