Team Leader – US Life Insurance Agency Management

Gratitude Inc

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1 day ago

Team Leader – US Life Insurance Agency Management

6-8 Year(s)

₹ 75 - ₹ 91.67 Thousand p.m

Mumbai

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Job Description

Key Skills

Back office Operations Problem Solving Quality assurance Stakeholder Management Communication Skills Operations Management Chat Support Process Improvement voice process skills Good exposure in to escalation management Very good/Excellent English language communication skills Client and Stakeholder management skills People Management & Team Leadership Capability(Staffing, Engagement, Succession MIS Reporting, Data Analysis & Business Presentation Skills (Excel, PPT Team Management, SLA Management Working knowledge of various insurance agency management systems (AMS) such as Benefit Point Applied EPIC is preferred 2 years experience in US Life Insurance Agency Management / servicing preferred Ability to type 40-60 words per minute for chat and email functions

1 candidate(s) have already applied for this Job. Apply now

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

Role

Team Leader

Timings

US-Type Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Piyush Rathi

Recruiter - Gratitude Inc

NA, india

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