Role & responsibilities

Reporting & KPIs

- Own production and distribution of recurring KPI reports covering task turnaround, service levels, and team performance across the policy lifecycle
- Compile and maintain the Task Report (open and closed tasks in EZlynx), Missed Calls Report, Renewal Book-of-Business tracking, and Recent Business Report on a defined cadence
- Track Inspection Recommendation status and follow-through ensuring flagged recommendations get actioned, not just logged
- Maintain an Aging Task view tasks open beyond expected turnaround as a standing input to team-lead check-ins
- Review Coverage Compliance Verification reports against the agency's compliance matrix, flagging gaps before they become E&O; exposure
- Track client relationship health through data signals renewal retention, complaint volume, response times flagging accounts showing early signs of cooling
- Maintain HR-adjacent reporting attendance, training completion, disciplinary tracking in coordination with back-office leadership
- Flag trends, bottlenecks, and process gaps to the Operations Manager before they become client-facing issues

Preferred candidate profile

Coordination & Relationships

- Build and maintain working relationships with both team leads and individual CRMs/processors — the numbers only tell half the story; this role is about understanding the reasoning behind an open task, a missed call, or a stalled inspection recommendation, not just counting them
- Run regular check-ins with back-office team leads and SMEs on service levels, open issues, and workload; go directly to the individual handling a specific item when it needs unpacking
- When a task stalls, dig into why,



work with the person handling it to help move it forward, and flag upward only what genuinely can't be resolved at this level — the goal is fewer routine issues landing on the Agency Manager's desk, not more
- Act as the primary operational point of contact between the Operations Manager and day-to-day back-office activity, translating priorities in both directions
- Support the Operations Manager and Agency Manager with ad hoc analysis, meeting prep, and follow-through on action items

Process

- Monitor adherence to documented SOPs — task notation standards, EZlynx labeling protocols, folder structure — and flag systemic gaps
- Maintain and improve the reporting templates and tracking sheets used across the back office
- 5+ years in BPO/shared-services operations, including experience leading a team (role itself stays individual contributor — the experience buys credibility with team leads, not authority over them)
- Comfortable building rapport with both team leads and individual staff — without formal authority, trust is the actual lever this role runs on
- Bachelor's degree in Commerce, Business, or a related field
- Hindi required; additional languages a plus. English needed for internal reporting and coordination, not client-facing communication
- Evening/night IST shift, overlapping US business hours
- Strong Excel skills (pivot tables, dashboards) required; EZlynx or a comparable agency/policy management system, and Power BI/Tableau or similar, are a plus but not required
- Track record of building and presenting operational or KPI reporting to leadership
- Experience facilitating cross-functional meetings and driving follow-through, even without formal direct reports
- Open on notice period for the right candidate

📌 Service Delivery Leader (Telangana)
🏢 Everinley Va
📍 Telangana