Team Leader-Insurance Operations

1 week ago


Chennai, Tamil Nadu, India HCLTech Full time

HCLTech is hiring for Team Leader Operations (UK/US Life Insurance and pension)

Purpose of the role

  • To manage and motivate operations team at offshore and ensure all deliverables are met
  • To provide training / regular updates to the team members on changes to the processes and procedures
  • To coordinate with onshore teams where necessary and act as a point of contact
  • To drive conduct risks and ensure fair customer outcomes
  • To supply appropriate management information as and when required
  • To work to continuously improve performance of the team

Key tasks and responsibilities

  • To manage operations team handling simple to medium to high Complex activities
  • To be responsible for meeting SLAs and other deliverables
  • To coordinate activities between multiple support groups to ensure adherence to Service Levels & SLA cut-offs
  • Process Management and ensure day-to-day delivery
  • To monitor and report on process compliance and Service Delivery
  • To be able to promptly answer support related emails, phone calls and other electronic communications
  • To develop a plan for the team to use to reach its goal
  • To ensure process training is available for those responsible for executing the in-scope activities
  • To listen to team members' feedback
  • To have one-on-one and regular feedback sessions with the employees; ensure proper feedback is provided and appraisal cycle is closed on time for all reporting employees
  • To ensure full deployment of performance management processes like mentoring, coaching, one-to-one sessions, etc.
  • To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development
  • To create plans, and conduct reviews; provide guidance and troubleshooting
  • To produce authorized management information and distribute to all relevant stakeholders at required interval
  • To provide regular innovative ideas to improve the processes both in terms of quality and efficiency, and encourage the team members to do the same

Person Specification

Education/Qualifications/Training

  • Graduate in any stream
  • Certification in Insurance from international institutes like CII, LOMA etc.
  • CFA Certification from CII, UK
  • Six-sigma Green Belt Certification

Specific Job Skills

  • Understanding of Operational Processes and procedures
  • Hands-on experience with MS Office
  • Knowledge of operating within a workflow management environment
  • Excellent communication – verbal and written
  • Analytical skills
  • Ability to inspire and motivate people to achieve high standards
  • Resource Planning
  • People development
  • Knowledge of HR policies and procedures
  • Working with Excel based Macros
  • Understanding of ALPS , CAPSIL, VAX and OpEX

Experience

  • Minimum 60 Months of experience in Insurance Operations
  • Minimum 24 Months experience as Team Leader managing Insurance Operations
  • Experience in handling transition
  • Experience in working at client site

Core Competencies (HCL Standards)

  • Customer orientation
  • Change & Innovation
  • The need to work in a regulatory environment
  • Inspirational Leader


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