Chat Process - Team Lead

Role & responsibilities :

Job Description Team Leader

Location

Mumbai

Role Requirement

Team Leader - Reporting to Operations Manager

Job Purpose

The Process Leader – UK Insurance is responsible for managing and leading end-to-end UK insurance processes, ensuring operational excellence, regulatory compliance, service quality, and continuous improvement. The role involves people leadership, performance management, stakeholder engagement, and driving efficiency across insurance servicing workflows.

Key Responsibilities

Process & Operations Management

• Lead day-to-day operations for assigned UK insurance processes.
• Ensure compliance with UK insurance regulations, internal controls, SLAs, and quality standards.
• Monitor process performance against KPIs such as TAT, accuracy, productivity, and customer satisfaction.
• Identify process gaps, risks, and improvement opportunities; implement corrective and preventive actions.

People Management

• Manage, coach, and mentor a team of associates and senior associates.
• Set clear performance goals against KPI’s and conduct regular performance & coaching reviews.
• Identify training needs and ensure skill development aligned with process requirements.
• Drive a culture of accountability, collaboration, and high performance.

Quality & Compliance

• Ensure strict adherence to UK regulatory requirements (FCA guidelines, Treating Customers Fairly, data protection).
• Review quality scores, audit findings, and customer feedback; lead root cause analysis and remediation.
• Partner with Quality and Compliance teams to maintain robust governance.

Continuous Improvement & Transformation

• Drive Lean, Six Sigma, automation, or digital initiatives to enhance efficiency and reduce errors.
• Support process documentation, SOP updates, and transition of new work.
• Contribute to transformation, cost optimization, and scalability initiatives.

Key Skills & Competencies

Technical & Domain Skills

• Strong understanding of UK insurance concepts and processes.
• Familiarity with UK insurance regulations and compliance standards.
• Experience with insurance platforms, policy administration systems, and reporting tools.

Leadership & Behavioral Skills

• Strong coaching capabilities basis trend analysis.
• Excellent communication skills (written and verbal) for internal & external client interactions.
• Problem-solving mindset with data-driven decision-making.
• Ability to manage multiple priorities under tight deadlines.

Educational Qualifications

• Graduate/Postgraduate degree in any field

Experience

• Overall 2-4 years of work experience in operations.