Team Manager - Operations

As a Team Lead at Gallagher Service Center LLP, you will play a crucial role in the Non-voice Service Team, reporting directly to the Process Manager. Your proven people management skills, service delivery expertise, and knowledge in premiums and claims will be essential for success in this position. Key Responsibilities: - Understand operational requirements, research best practices, and assist in designing and implementing new processes and tools. - Cultivate a team environment focused on exceptional customer service and ensure all staff members perform at a consistently high level. - Motivate, instill accountability, and achieve results within the team. - Monitor the effectiveness of a team of Process Associates and prepare MIS reports. - Interact with customers, manage their queries, and provide day-to-day coordination of team activities. - Attend and respond to written/electronic correspondence. Qualifications Required: - Graduate/Post Graduate in Commerce with a good academic record (50% or above). - Excellent communication skills (Verbal and Written) and strong analytical skills. - Minimum 4 years of post-qualification experience in BPO/KPO industry. - Must have 1 year on papers experience as a TL and currently designated as a TL. - Experience in an Assistant Manager/Team Leader role for at least 18 months, handling 15-20 FTEs. - Background in international non-voice processes. About Gallagher: Gallagher values inclusion and diversity, which are core aspects of their business. With a commitment to sustainability and supporting communities for over 95 years, Gallagher embraces employees" diverse identities, experiences, and talents to better serve clients and communities. Inclusion and diversity are seen as vital strengths, and Gallagher is dedicated to extending equal employment opportunities in all aspects of the employer-employee relationship. (Note: Omitted additional information about the company for brevity),