Team Leader

Basic Function

• Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
• Providing coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the teams

Essential Functions

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Management reporting and oversight
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements

· Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
· Establish an environment and work style that promotes the concept of teamwork and professional development
· Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
· Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Primary Internal Interactions

Below outlines the interactions within the company

• Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation
• Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
• Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
• Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required required for certain CSAs
• Quality Analyst for the purpose of feedback and audit

Primary External Interactions

• Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans
• Escalation teams at the client end for the purpose of seeking clarifications & answering queries
• Take inbound calls to assist LFG clients, if required at times

Organizational Relationships

Reports To : Assistant Manager Supervises : n/a

Technical Skills

• High level computer proficiency including:

· Good computer navigation skills and PC skills
· Strong Excel, with knowledge of other Microsoft Office Suite

• Email writing skills
• Preferably good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills ( at least 30 wpm)

Process Specific Skills

• Knowledge about US Life Insurance processes
• Flexibility to work in various shifts
• Knowledge about US culture
• Knowledge on quality procedures

Soft skills (Desired)

• Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives

• Attention to details
• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making
• Listening, patience and action oriented

Soft Skills (Minimum)

• Team mentoring, engagement and coaching skills
• Clear writing and verbal communication
• Demonstrated problem solving skills and the ability to do multi-tasking
• Excellent Communication Skills
• Strong customer service focus
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner

Education Requirements

Undergraduate - With minimum of 2 years of College Education or equivalent work experience

Work Experience Requirements

Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account