Job Title: Team Leader – US Life Insurance Agency Management

Location: Mumbai

Experience: 6–8 Years

Employment Type: Full-Time

Salary: ₹9–11 LPA

Band: BPO 3/4

Role Overview

TCS is hiring a Team Leader – US Life Insurance Agency Management to lead operations for US Life Insurance Agency servicing. The role involves managing a team handling voice, chat, and back-office operations, driving service delivery, handling escalations, workforce planning, stakeholder management, and continuous process improvement while ensuring SLA adherence and operational excellence.

Key Responsibilities

• Lead and manage a team supporting US Life Insurance Agency operations.

• Plan workload distribution and monitor team productivity.

• Handle day-to-day operational escalations.

• Drive process improvement and operational excellence initiatives.

• Participate in voice, chat, and back-office operations to stay aligned with business processes.

• Monitor team performance and conduct regular reviews.

• Manage client interactions and stakeholder communication.

• Support blended operations across voice, chat, and back-office channels.

• Ensure SLA adherence, quality standards, and customer satisfaction.

• Coach, mentor, and develop team members.

• Manage project deliverables and operational reporting.

Required Skills & Qualifications

• 6–8 years of experience in Insurance Operations.

• Minimum 2 years of People Management experience.

• US Life Insurance Agency Management / Servicing.

• Insurance Contact Center Operations.

• Voice & Blended Operations.

• Escalation Management.

• Team Leadership.

• Workforce Planning.

• Project Management.

• Process Improvement.

• Strong communication skills.

• Client Stakeholder Management.

Preferred Skills

• US Life Insurance

• Chat Operations

• Back Office Operations

• Operations Management

• Performance Management

• Quality Management

• SLA Management

• Coaching & Development

• Reporting & MIS

• Customer Service Management

Important Notes

Ex-TCS employees are not eligible to apply.

PAN Card and Date of Birth (DOB) are mandatory for profile creation.

Application Process

To proceed with your application, please complete the AI Assessment using the link below.

Assessment Link: https://myglit.com/lateral/cref/103680ed37