Team Leader:

Key Responsibilities

- Lead a team of Associates/SMEs delivering PL, CL, and EB processes such as New Business, Renewals, Servicing, Endorsements, Certificates,
Billing, and Carrier Coordination.

- Monitor daily workflow allocation, queue management, operational dashboards, WFM inputs.

- Ensure compliance with licensing restrictions, process controls, QA, audit standards.

- Conduct RCA for quality issues and drive continuous improvement initiatives.

- Provide performance coaching, conduct monthly reviews, and manage skill upgrades.

- Coordinate with PMO, WFM, Training, QA,



and Tech teams during transition and steady state.


Required Skills / Experience

- 5–8 years overall, with at least 2–4 years leading insurance broking teams.

- Strong cross‑line expertise in Personal Lines, Commercial Lines, Employee Perks.

- Ability to manage multi‑location or hybrid ODC models.

- Familiarity with transition metrics, capacity models, and SLA frameworks.