Why join us?

We are looking for an experienced Team Leader - Business Operations to manage and develop an operational team in Pune.

The role combines people management, operations management, performance management, quality assurance, SLA/KPI management, training, reporting and continuous improvement within a structured, process-driven environment.

Candidates with experience in legal administration, claims administration, case management, general insurance, shared services, ITES/BPO or similar operational support functions would be particularly relevant.

Responsibilities

- Lead, coach and develop an operational team.
- Manage daily operations, workflows and workload allocation.
- Monitor productivity, performance, quality, SLAs, KPIs and operational targets.
- Ensure work is delivered within agreed service levels and turnaround times.
- Conduct regular coaching, feedback and performance-management activities.
- Support training, onboarding and colleague development.
- Ensure team members consistently follow defined procedures, checklists, controls and service standards.
- Review quality and audit outcomes and support appropriate improvements.
- Maintain high standards of data accuracy and operational quality.
- Analyse operational data, dashboards and performance reports.
- Manage multiple operational activities and support effective workload prioritisation.
- Manage operational queries and escalations.
- Coordinate with internal teams to obtain required information and resolve discrepancies.
- Work closely with key business stakeholders.
- Drive process improvement, operational efficiency and service quality.
- Promote a high-performing, collaborative and accountable team culture.

What will help you succeed in this role?
- Total 4-5 years with minimum 12 months of experience in a Team Leader or people-management role.
- Experience in a legal administrator, claims administrator,



case management, administrative operations or similar operational support environment.
- Exposure to claims/case management or legal administration within general insurance/non-life insurance would be advantageous.
- Experience within ITES, BPO, Shared Services, outsourced operations, professional services or a similar process-driven environment.
- Strong experience in people management, team management, coaching and performance management.
- Experience managing SLA/KPI performance, productivity, quality and service delivery.
- Ability to consistently follow and manage defined procedures, checklists, controls and service standards.
- Very strong attention to detail and data accuracy.
- Proven ability to work effectively in a high-volume, SLA/process-driven environment.
- Ability to manage multiple files/tasks simultaneously, prioritise work and meet defined turnaround times and SLAs.
- Understanding of quality assurance, audit and compliance-focused processes.
- Experience interpreting operational data, dashboards and reports.
- Strong written and verbal communication skills, particularly when coordinating with internal teams to obtain information or resolve discrepancies.
- Strong stakeholder-management and problem-solving skills.
- Flexibility to support business requirements across different working hours.

What we offer
- Learning and career development opportunities.
- Leadership development and career-growth opportunities.
- Internal mobility opportunities.
- Comprehensive benefits and well-being support.
- Inclusive and collaborative working environment.

About Us We are a global professional services organisation focused on delivering high-quality services through collaboration, operational excellence and continuous improvement. We aim to create an inclusive and supportive workplace where colleagues are encouraged to develop their capabilities, contribute ideas and build meaningful careers.

📌 Manager (Pune)
🏢 DWF
📍 Pune