Job Summary- Team Leader (Life & Pension Operations) Location: Chennai

Business Unit: Insurance BPO - Life & Pension Services

Shift: UK / European Business Hours

Employment Type: Fulltime

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 daytoday 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 ResponsibilitiesTeam 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 Sigmabased 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 hightrust 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.

- 4-7 years of experience in Insurance BPO operations, with at least 1-2 years in a team lead capacity.
- Robust communication skills - written and verbal - suitable for UK/European business communication.
- Positive 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, highvolume operational environment.
- Proficient in MS Office (Excel, Outlook, PowerPoint).

Other RequirementsPreferred Competencies

- Leadership &

• People Development

- Analytical &

• DecisionMaking Skills

- Quality Orientation &

• Risk Awareness

- Process Improvement Mindset
- Stakeholder Communication
- Problem Solving
- Time &

• Priority Management

📌 Senior Team Lead (India)
🏢 HCL Technologies
📍 India