Team Lead

Role & responsibilities

Leadership & Team work - manage the managerial tasks, floor activities, administrative duties and provide support to the Managers in running a smooth business operation as well as floor cover for all shifts.

-Ensure complaints/issues of the teams are handled appropriately to reduce further escalations.

-Ensure the contractual SLAs for team are met and take proactive steps to avoid gaps/loss

-Ensuring team is up to date with process knowledge.

-Ensuring staffing/resourcing needs (leaves & shift coverage), break & shrinkage compliance as per the defined standards.

-Ensure data & reporting compliance and can produce reports for the stakeholders.

-Ensuring objectives for the individuals, goals of the team and performance are met as per standard.

-People development by following the performance management system and nominating people for relevant training

-Understand, supervise and execute day to day activities for a team handling & work flow.

-Service - to ensure Quality and Service Standards are met in line with the Contracted Service Level Agreements.

-Risk & Compliance - to ensure that the compliance metrics are met, risk identified and controls are in place to mitigate them always.

-To ensure weekly Quality Feedback and Coaching are given to the resources.

-Innovations and improvements - to identify, recommend and implement operational efficiencies to drive continuous improvement in the execution of processes.

-Commercial awareness and effective cost management for the process.

-Handle complaints & escalations for the team.

Preferred candidate profile

Candidates with general insurance experience.