Service Support Lead

Role & responsibilities

• Act as the primary point of contact for the US onshore branch, providing client and operational support.
• Manage end-to-end US Health Insurance policy lifecycle and renewal activities.
• Ensure regulatory compliance, documentation accuracy, and adherence to quality standards.
• Support 45 Client Managers managing approximately 70 client accounts.
• Coordinate with onshore teams and internal operations to meet renewal deadlines.
• Review and validate insurance documents, including Census, SBC, SPD, carrier proposals, contracts, and policies.
• Resolve client queries, escalations, and operational issues while minimizing rework.
• Identify risks, ensure timely issue resolution, and maintain strong stakeholder relationships.
• Manage multiple priorities independently while ensuring high-quality and timely service delivery.

Preferred candidate profile

• Strong knowledge of US Health Insurance, group benefits, and renewal processes.
• Experience in client servicing, policy administration, and insurance operations.
• Understanding of insurance documentation, compliance, and regulatory requirements.
• Experience coordinating with US onshore teams and internal operations.
• Excellent communication, stakeholder management, and problem-solving skills.
• Strong attention to detail, organizational skills, and time management.
• Ability to manage multiple accounts, resolve escalations, and take ownership of issues.
• Good written communication and presentation skills.