We are looking for a dynamic and result-oriented Supervisor In-House Tele MER Operations & Calling Team to lead our team of Doctors and Telecalling Executives supporting insurance underwriting operations. The incumbent will be responsible for managing end-to-end Tele MER operations, team productivity, quality governance, sales coordination, training & certification, stakeholder management, and operational efficiency.

The role will also function as the Quality analyst and Primary SPOC/ trainer for the in-house team, ensuring adherence to underwriting guidelines, quality standards, and business objectives through effective leadership, coaching, and process management.

Role & responsibilities

- Manage end-to-end Tele MER operations and daily functioning of Doctors and Calling Teams.
- Monitor productivity, TAT, attendance, workload allocation, and operational efficiency.
- Act as the primary SPOC for operational queries, escalations, and stakeholder coordination.
- Support Sales and Distribution teams for timely case closure and policy issuance.
- Conduct onboarding, process training, refresher training, certifications, and coaching sessions.
- Develop and maintain SOPs, process guides, training materials, and knowledge repositories.
- Lead quality assurance activities by auditing Tele MER cases, call recordings, and medical assessments.
- Identify quality gaps, process deviations, and improvement opportunities through regular audits.
- Conduct calibration sessions with Doctors, Operations, Sales, Underwriting, TPAs, and Quality teams.




- Drive corrective and preventive actions (CAPA) to improve quality and reduce operational errors.
- Ensure compliance with underwriting guidelines, operational SOPs, regulatory requirements, and quality standards.
- Prepare and publish productivity reports, audit reports, and management presentations.
- Analyze operational and quality trends and provide actionable business insights.
- Drive automation, digitization, and process improvement initiatives to enhance operational efficiency.
- Coordinate with Underwriting, Sales, IT, HR, TPAs, Vendors, and Business Stakeholders for smooth process execution.

Preferred candidate profile

- Strong knowledge of HealthInsurance Operations and Tele MER processes.
- Understanding of underwriting requirements, customer verification, and medical assessment processes.
- Experience in team management, quality auditing, coaching, and stakeholder management.
- Advanced Microsoft Excel skills (Pivot Table, XLOOKUP/VLOOKUP, Dashboards, MIS Reporting, Data Analysis).
- Strong PowerPoint and presentation skills.
- Technology-oriented with a passion for automation, digital tools, and process enhancement.
- Robust analytical, problem-solving, and decision-making abilities.
- Excellent communication, training, and people management skills.
- Graduate in medical science (BDS, BAMS, BHMS, MBBS)
- Minimum 2-3 years of team handling experience.
- Prior experience managing Doctors, Telecalling Teams, Quality Audits, or Insurance Operations will be preferred

📌 Team supervisor - Medical Telecallers (Mumbai)
🏢 TATA AIG General Insurance Company
📍 Mumbai