Senior Team Lead

Lucknow, Uttar Pradesh

Job Summary

Business Unit: Insurance BPO – Life & Pension Services
Shift: UK / European Business Hours
Employment Type: Full‑time

Role Overview

We are looking for an experienced Team Leader to manage Life & Pension Operations for our global Insurance BPO business. The role is responsible for overseeing day‑to‑day delivery, leading and developing a team, ensuring compliance with service levels, fostering a culture of quality, and driving continuous process improvements. This position involves extensive interaction with UK/European stakeholders and requires a strong blend of people leadership, operational discipline, and domain understanding.

Key Responsibilities

Team Leadership & Performance Management

- Lead, coach, and develop a team of executives handling Life & Pension transactions.
- Conduct regular performance reviews, provide feedback, and create development plans.
- Foster a positive, collaborative, and accountable team environment.

Service Delivery & SLA Management

- Ensure all processes are delivered within agreed SLAs, KPIs, and compliance standards .
- Monitor daily work allocation, track productivity, and ensure timely completion of tasks.
- Manage escalations proactively and liaise with UK/Europe stakeholders.

Quality & Compliance

- Drive a culture of zero defects , ensuring adherence to quality guidelines and audit requirements.
- Conduct quality checks, root cause analysis (RCA), and implement corrective or preventive actions.
- Ensure process controls are followed in line with regulatory and client standards.

Process Management & Continuous Improvement





- Identify process gaps and improvement opportunities through data analysis and team feedback.
- Implement Lean/Six Sigma‑based improvements (if applicable) to enhance efficiency and reduce risk.
- Support transformation initiatives and transitions as required.

Stakeholder Management

- Interact regularly with onshore (UK/Europe) teams for updates, clarifications, and governance discussions.
- Prepare and present operational dashboards and performance reports.

People, Culture & Engagement

- Drive an empathetic and high‑trust culture of teamwork, integrity, and accountability.
- Promote adherence to organizational values and contribute to employee engagement initiatives.
- Encourage continuous learning and skill enhancement within the team.

Skill Requirements

- Graduate in any discipline; Insurance certification preferred.
- 3–6 years of experience in Insurance BPO operations, with at least 1–2 years in a team lead capacity.
- Strong communication skills — written and verbal — suitable for UK/European business communication.
- Good understanding of Life & Pension servicing , workflow management, customer handling, and policy updates.
- Strong knowledge of SLAs, KPIs, quality metrics , and productivity management.
- Ability to lead teams in a dynamic, high‑volume operational setting.
- Proficient in MS Office (Excel, Outlook, PowerPoint).

Preferred Competencies

- Leadership & People Development
- Analytical & Decision‑Making Skills
- Quality Orientation & Risk Awareness
- Process Improvement Mindset
- Stakeholder Communication
- Problem Solving
- Time & Priority Management

Other Requirements

📌 Senior Team Lead (Lucknow)
🏢 HCLTech
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