Team Lead

Training Responsibilities Manage a batch of new hires through initial team bonding and onboarding activities. Prepare training schedules and ensure adherence to defined timelines. Track attendance and maintain MIS reports, including test scores and performance metrics. Ensure all training materials are current and regularly updated. Assess batch understanding levels periodically and provide feedback to the manager. Deliver ongoing, constructive coaching and feedback to team members. Initiate ID creation requests and coordinate with the technology team. Ensure complete awareness of quality parameters and performance expectations. Provide close supervision and support once the batch transitions to the production floor. Identify skill gaps and plan refresher or developmental training sessions for existing team members. Operations Responsibilities Manage a team of 15 to 20+ associates. Track attendance and maintain MIS reports, including test scores and performance metrics. Ensure training materials remain updated and relevant. Provide continuous coaching and constructive feedback to team members. Identify performance gaps and organize training interventions for the existing team. Ensure customer service deliverables are completed within agreed turnaround times. Maintain accurate documentation of customer profiles and records. Handle written customer correspondence on behalf of customers. Communicate operational updates, policy changes, and client-related issues to the team. Effectively communicate with customers based in the United Kingdom. Route cases to the appropriate Quality Analyst (QA) based on available and missing information. Analyze customer requirements and process cases accordingly. Achieve unit-level targets related to productivity, service levels, quality, and attrition management. Skills Required Working knowledge of PCs and Microsoft Office applications. Excellent keyboard and data entry skills. Basic understanding of customer service principles. Strong verbal and written communication skills in English. Neutral accent with clear pronunciation. Ability to articulate thoughts clearly and confidently. Strong grammar skills and correct sentence construction. Quick learner with good grasping ability. Excellent listening and comprehension skills. Strong team player with collaborative mindset. Good understanding of the job profile applied for. Knowledge of UK Insurance processes will be an added advantage. Preferred Knowledge Certification or knowledge of CII qualifications such as CF1, FA1, or FA2. Any additional insurance-related certification. Role Summary The role combines Training and Operations responsibilities , requiring the individual to manage new hire training, team performance, customer service delivery, quality adherence, and stakeholder communication while ensuring operational targets are achieved efficiently.