Chennai, Tamil Nadu

Job Summary

Purpose of the role
- To manage and motivate operations team at offshore and ensure all deliverables are met
- To provide training / regular updates to the team members on changes to the processes and procedures
- To coordinate with onshore teams where necessary and act as a point of contact
- To drive conduct risks and ensure fair customer outcomes
- To supply appropriate management information as and when required
- To work to continuously improve performance of the team

Key Responsibilities

Key tasks and responsibilities
- To manage operations team handling easy to medium to high Complex activities
- To be responsible for meeting SLAs and other deliverables
- To coordinate activities between multiple support groups to ensure adherence to Service Levels & SLA cut-offs
- Process Management and ensure day-to-day delivery
- To monitor and report on process compliance and Service Delivery
- To be able to promptly answer support related emails, phone calls and other electronic communications
- To Manage a Team of 10-15 members




- To develop a plan for the team to use to reach its goal
- To ensure process training is available for those responsible for executing the in-scope activities
- To listen to team members' feedback
- To have one-on-one and regular feedback sessions with the employees; ensure proper feedback is provided and appraisal cycle is closed on time for all reporting employees
- To ensure full deployment of performance management processes like mentoring, coaching, one-to-one sessions, etc.
- To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development
- To create plans, and conduct reviews; provide guidance and troubleshooting

Skill Requirements

Education/Qualifications/

Training

Essential
- Graduate in any stream
- Certification in Insurance from international institutes like CII, LOMA etc.

Desirable
- Green Belt Certification
- CFA Certifi

📌 Team Lead (Chennai)
🏢 HCLTech
📍 Chennai