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 recent 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 (India)
🏢 Tata Consultancy Services
📍 India