Role: Operations Team Lead-BPO 4

Function: Team and SLA Management

Experience: 6-10 Years

Location: Pune

Skillset:

Life and Pensions Insurance- Mandatory**

BPO Operations

Insurance Operations

Life and pension insurance

MIS Reporting

UK Insurance

Responsibilities:

Training:

- Manage a set of current hires through initial team bonding exercises.
- Prepare a training schedule and adhere to timelines.
- Track attendance and maintain MIS for test scores etc.
- Ensure that training material is updated.
- Gauge the understanding levels of the batch from time to time and report back to the Manager.
- Provide ongoing, constructive feedback to the team.
- Initiate ID creation requests with the tech team.
- Ensure that the entire batch is aware of the quality parameters.
- Ensure complete supervision as soon as the batch hits the floor.
- Identify gaps and plan training sessions for the existing team.

Operations:

- Manage a team of 15-20 + associates.




- Track attendance and maintain MIS for test scores etc.
- Ensure that training material is updated.
- Provide ongoing, constructive feedback to the team.
- Identify gaps and plan training sessions for the existing team.
- Responsible for customer service turnaround within set time frames.
- Ensure accurate documentation of customer profiles.
- Handle written customer correspondence on behalf of customer.
- Communicate with operations staff on client issues, policy change etc.
- Should be able to communicate effectively with customer based out of UK
- Passing the case to the relevant Q based on information given/missing.
- Should be able to analyze customer requirements & process cases accordingly.
- Meet unit level targets set for efficiencies, service levels and attrition.

📌 Operations Team Lead- Insurance (Pune)
🏢 Tata Consultancy Services
📍 Pune