Team Leader – US Life Insurance Agency Management

Location: Mumbai
Experience: 6–8 Years
Shift: 24×7 / Primarily US Night Shifts
Industry: Insurance / Life Insurance
Employment Type: Permanent

Job Summary

We are looking for an experienced Team Leader – US Life Insurance Agency Management to manage day-to-day operations, lead a team, handle escalations, drive performance and support process improvement initiatives.

The ideal candidate should have strong experience in US Life Insurance Agency Management / Servicing, with a good understanding of insurance contact-center operations, voice, chat and back-office processes. The candidate should have at least 2 years of people-management experience and be comfortable interacting with US client stakeholders.

Key Responsibilities

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

• Plan and distribute workload based on volumes, capacity and business requirements.

• Monitor team performance and conduct regular internal performance reviews.

• Handle day-to-day operational escalations and ensure timely resolution.

• Drive SLA, productivity, quality and operational performance.

• Interact with US client stakeholders and support regular business discussions.

• Drive process improvement and continuous-improvement initiatives.

• Lead teams toward common goals while meeting aggressive timelines.

• Take calls/chats periodically to stay updated with the operating model and support volume management.

• Support blended operations across Voice, Chat and Back Office functions.

• Identify operational challenges and implement effective solutions.

• Support project management activities and process initiatives.

• Coach team members and provide feedback to improve performance.

• Ensure adherence to process guidelines, quality standards and client requirements.

Must-Have Requirements

• 6–8 years of overall experience in insurance/contact-center operations.

• At least 2 years of people-management / team-leadership experience.

• Experience in US Life Insurance Agency Management / Servicing preferred.

• Strong understanding of US Life Insurance operations.

• Experience in Voice / Blended / Contact Center Operations.

• Experience handling US client stakeholders.

• Strong workload planning, distribution and operational management skills.

• Experience handling escalations and resolving operational issues.

• Strong problem-solving and decision-making abilities.

• Good project management and process improvement skills.

• Excellent written and verbal communication skills in English.

• Ability to work effectively across voice, chat and back-office functions.

• Ability to type 40–60 WPM for chat and email activities.

• Willingness to work primarily in US night shifts and flexible 24×7 rotational shifts.

Good to Have

• More than 2 years of experience in US Life Insurance Agency Management / Servicing.

• Experience managing blended Voice, Chat and Back Office processes.

• Experience in process transformation or continuous improvement.

• Strong stakeholder-management and client-facing experience.

• Experience working in a global insurance operations environment.

Key Success Measures

• Achievement of SLA, quality and productivity targets.

• Effective workload planning and resource utilisation.

• Timely resolution of escalations.

• Team performance and employee development.

• Client satisfaction and stakeholder-management effectiveness.

• Successful delivery of process-improvement initiatives.

• Consistent performance across voice, chat and back-office operations.

Important Information

Ex-TCS employees are not eligible to apply.

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