Team Leader, BPM

Location

Secunderabad | India

Job description

ABOUT THE TEAM

The Team Leader position is responsible for supervising and providing effective guidance with the daily operations of the Insurance Operations team. This position will work directly with the Operation Specialists to ensure all tasks are completed. They will assist with developing, establishing and/or revising departmental standards and processes. The Team Lead will provide direction with planning and coordinating along with motivating team members daily to accomplish goals. The Team Leader needs to communicate job descriptions, performance expectations and career paths. The Team Leader must present to upper management a regular analysis of documents received and development of the team.

PRIMARY RESPONSIBILITIES

• Manage day to day operations of the Insurance Operations team to ensure the groups deliverables are met
• Research and resolve client/staff questions, issues and problems
• Maintain seamless communication with the US counterparts and liaise with them on operational front regularly.
• Handle the leave management for the team effectively and ensure a proactive communication is sent to the US staff.
• Drive process efficiencies within the group every quarter.
• Train and mentor new and existing staff members of the group
• Step up to complete the tasks if the situation demands
• Timely escalation to management of problem issues that may affect deliverables
• Assist Manager in the evaluation of group/individual performance
• Create and update management reports, as assigned
• Conduct annual performance reviews for Insurance Operations staff
• Participate in the screening and selection process related to staffing
• Participate in coaching and counseling staff including terminations as needed
• Additional assignments as required by management

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Bachelor's degree or equivalent work experience is required

• Minimum of 5 years' work experience

• Minimum of 2 years of experience leading the BPO/ITeS Operations groups

• Excellent verbal and written communication skills (English)

• Excellent customer service skills, strong interpersonal skills

• Team management motivate and optimize the performance of team members

• Advance knowledge of Microsoft Office products such as MS Excel, MS Word, PowerPoint, etc.

• Prioritize multiple responsibilities and deliver on commitments, must be comfortable working in a fast-paced, dynamic team environment.

• Organizational and time-management skills

• Detail-oriented and with ability to multitask

• Must be an independent starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously

• Ability to operate with minimal guidance must be able to exercise sound judgment and decision making in challenging situations

• Ability to work extended hours when needed to meet department deadlines

Job tags

Salary