Team Leader - Personal Injury & Veteran Affairs

Role Overview

Team Leader PI, VA & SSA

Key Responsibilities

• Lead, manage, and mentor a team of

  Case Managers and Legal Assistants

  across PI, VA, and SSA processes.
• Oversee

  daily task distribution, performance monitoring, and SLA adherence

  .
• Conduct

  client calls, case reviews, and regular progress updates

  with U.S. stakeholders.
• Review team outputs for accuracy and compliance with

  legal and client-specific standards

  .
• Manage

  client escalations

  and ensure timely resolution of queries or issues.
• Collaborate closely with

  attorneys, paralegals, and law firm staff

  in the U.S. to ensure smooth process flow.
• Conduct

  quality checks, training sessions, and performance reviews

  for team development.
• Prepare and analyze

  MIS reports, productivity trackers, and dashboards

  .
• Support

  process transitions, client onboarding, and operational improvements

  .

Required Skills & Competencies

Leadership & Management

• Minimum

  3+ years of experience as a Team Leader/Supervisor

  in a U.S. legal, BPO, or case management process.
• Proven ability to

  lead high-performing teams

  , manage workloads, and meet strict deadlines.
• Strong sense of accountability and ownership in achieving process goals.

Communication & Client Interaction

• Excellent verbal and written English

  with a neutral accent.

• Mandatory calling experience

  with U.S. clients or law firms (client introductions, updates, follow-ups).
• Ability to handle

  client escalations, performance discussions, and process updates

  confidently.
• Professional and empathetic communication, especially while dealing with sensitive legal or disability cases.

Preferred Qualifications

• Bachelors degree

  (any discipline).

• 5-7 years of total experience

  in

  legal support, case management, or U.S. BPO operations

  , including

  3+ years as a Team Leader

  .
• Prior experience in

  calling-based client coordination

  within U.S. legal or similar domains.
• Exposure to

  PI, VA, and SSA

  workflows is strongly preferred.

Work Environment

• Shift:

  Night Shift (CST/EST U.S. Timings)

• Location:

  On-site (Noida)