Team Lead : Insurance – Life & Pensions

Job Code # 436

Job Location-  Pune

Salary- 9 LPA to 12 LPA

Key skills-
a) Minimum 1 year in Insuarance (Life & Pension) as a Lead Role
b) Manage a team of 10-20 + associates
c ) UK Insurance knowledge Required
d) Knowledge of CII – CF1 / FA1 / FA2 / FA5
e) Any Graduate

Job Description-
Skills Required:

  Working knowledge of PCs e.g. MS Office. Good with Excel as most data is manual in nature
  Excellent keyboard skills
  Generic understanding of customer service
  Excellent spoken English and written communication skills
  No Regional Accent
  Ability to verbalize thoughts
  Correct construction of sentences and Grammatically correct English
  Good grasping power
  Excellent listening skills
  Team player
  Understanding of job profile applied for
  UK Insurance knowledge would be preferred

Training:

 Manage a set of new 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
 Create SOPs, conduct PKTs for teams
 
Operations:

 Overall 5+ years of experience in Insurance (Life & Pensions) with minimum 1 year as Lead Role
  Manage a team of 10-20 + associates
  Track attendance and maintain MIS for test scores etc
  Ensure that training material is updated
  Provide ongoing, constructive feedback to the team
 Conduct 1-0-1s with team and highlight key issues to management
 Good understanding of SLAs and metrics and ability to drive them
 Good at doing analysis for any misses or problems
   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

Preferred Knowledge:

 Certification / Knowledge of CII – CF1 / FA1 / FA2 / FA5