Job Title: Team Leader – US Life Insurance Agency Managemen

Job Description:

We are seeking an experienced and result-oriented Team Leader – US Life Insurance Agency Management to manage day-to-day operations, lead teams, handle escalations, and drive process improvement initiatives. The ideal candidate should have strong experience in US Life Insurance Agency Management/servicing and a good understanding of insurance contact center operations across voice, chat, and back-office functions.

The candidate will be responsible for workload planning and distribution, monitoring team performance, conducting internal reviews, managing day-to-day escalations, and ensuring that the team consistently meets operational goals and timelines. The role also involves interacting with US client stakeholders and supporting business requirements in a dynamic operating environment.

The Team Leader will be expected to participate in voice and chat interactions for escalation handling, volume management, and maintaining familiarity with the operating model. Strong communication, project management, problem-solving, and people-management skills are essential for this role.

Key Responsibilities:

• Manage day-to-day operations for US Life Insurance Agency Management/servicing.

• Plan and distribute workload effectively across the team.

• Monitor team performance and conduct regular internal performance reviews.

• Handle and resolve day-to-day operational escalations.

• Drive process improvement initiatives to improve operational efficiency and quality.

• Participate in calls and chats for escalations, volume management, and maintaining process knowledge.

• Maintain hands-on understanding of the operating model and process requirements.

• Lead the team towards common business goals within aggressive timelines.

• Manage interactions and communications with US client stakeholders.

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

• Identify operational challenges and apply effective problem-solving techniques.

• Use project management skills to support process and operational initiatives.

• Ensure effective communication of business requirements and operational updates.

• Support team development and maintain overall operational performance.

• Work collaboratively with internal and external stakeholders to achieve process objectives.

Required Skills:

• US Life Insurance Agency Management / Servicing

• People Management

• Workload Planning & Distribution

• Escalation Management

• Process Improvement

• Project Management

• Problem Solving

• US Client Stakeholder Management

• Voice / Chat / Back-Office Operations

• Strong English Communication

• Chat & Email Handling

Education:

• Education qualification is not specified in the provided JD.

Experience Requirements:

• 6–8 years of overall experience.

• At least 2 years of experience in a people management role.

• More than 2 years of experience in US Life Insurance Agency Management/servicing is preferred.

• Strong understanding of Insurance Contact Center, Voice, or Blended Operations.

• Experience handling operations and interactions with US client stakeholders.

Additional Requirements:

• Fluent English speaking and writing skills.

• Typing speed of 40–60 words per minute for chat and email functions.

• Flexibility to work across voice, chat, and back-office processes.

• Willingness to work primarily in US night shifts and flexible 24x7 operations.

• Willingness to work with rotational week-offs.

Important Note:

• Ex-TCS employees cannot apply.

• PAN and DOB are required for profile creation.