WHO YOU ARE:
- As a Team Lead for Life Insurance Case Management, you will serve as a critical link between our life insurance clients and insurance carriers. You will manage and develop a high-performing team within our Case Management Department, which facilitates our clients application with our insurance carriers, from beginning to end. This is a leadership position with a strong emphasis on team development, performance management, and quality control.

WHAT YOU LL DO:
Team Leadership and Performance Management:
- Oversee the direct performance of a team of 10-20 associates, ensuring they meet individual and team based goals and performance targets.
- Conduct 1:1s, performance reviews, and professional development conversations to provide structured feedback and support growth.
- Manage time off (PTO requests and sick call outs) and timecards to ensure proper team scheduling and coverage.
- Address performance and behavioral issues through coaching and feedback to drive improvement.
- Manage capacity and queues on a day to day basis,



ensuring the required work is complete and SLAs are met.
- Coaching and Development:
- Provide ongoing coaching through side-by-sides, retroactive ticket reviews, and quality results to to support skill building and performance.
- Ensure direct reports have the necessary tools, resources, and feedback to excel and meet team goals.
- Collaborate with the quality assurance team to ensure compliance with regulations and adherence to company quality standards.
- Identify areas for improvement in client conversions and operational efficiency and coach employees on how to improve.

WHAT YOU LL NEED:
Experience:
- Minimum of 1 year of experience working on case management with a proven track record of individual success and growth.
- Skills and People Management
- Excellent communication skills, with an ability to provide explicit, constructive feedback and maintain strong relationships.
- High attention to detail, with the ability to priori

📌 Team Lead (Gurugram)
🏢 SE2
📍 Gurugram