Team Leader

19 hours ago

Bengaluru, Karnataka, India EOSGlobe Inc. Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Company Description

With over 20 years of experience, EOSGlobe Inc. specializes in transforming complex customer experiences (CX) into seamless results. We help businesses resolve customer issues faster, scale support effortlessly during peak seasons, and reduce costs with AI and automation that feels human. At EOSGlobe, we simplify customer experience management by being a comprehensive partner that covers all aspects of CX without the need for multiple vendors.

Role Description

This is a full-time, on-site role located in Bengaluru for a Team Leader. The Team Leader will be responsible for overseeing day-to-day team operations, ensuring customer issues are resolved promptly, and maintaining high levels of team performance. The role also includes coordinating support during busy seasons, integrating AI and automation tools, and working closely with different departments to enhance overall customer experience.

**Job Title: Team Leader – Insurance Persistency ProcessLocation: Bangalore

Department: Operations / Retention / Persistency

Reports To: Process Manager
Job Summary:**
We are looking for a proactive and experienced Team Leader to manage and drive the insurance persistency process. The ideal candidate will be responsible for monitoring renewal collections, ensuring timely follow-ups, improving customer retention, and guiding the team to achieve business targets

Key Responsibilities:
Lead and manage a team of executives handling insurance persistency and renewals.

Monitor daily renewal follow-ups, premium collections, and customer interactions.

Track and improve monthly persistency ratios to meet organizational targets.

Analyze data to identify lapses, cancellations, and renewal gaps, and drive corrective actions.

Plan and execute retention campaigns and calling strategies to enhance persistency.

Coordinate with internal departments (Sales, Operations, IT, etc.) for process improvements and escalations.

Provide regular performance reports, dashboards, and actionable insights to management.

Conduct team huddles, trainings, and performance reviews to ensure consistent productivity and compliance.

Ensure adherence to regulatory and company guidelines during all customer interactions.

Required Qualifications & Skills:
Graduate in any discipline

Minimum 2 years of experience in insurance operations / persistency / retention process, with at least 1 years in a team-leading role.

Strong understanding of life/general insurance renewal processes and regulatory norms.

Excellent communication, interpersonal, and analytical skills.

Ability to motivate and manage a team towards achieving set targets.

Proficiency in MS Excel, CRM tools, and basic reporting dashboards.

Key Competencies:
Result-oriented and target-driven

Strong people management skills

Problem-solving and process improvement mindset

Attention to detail and data accuracy

Customer-centric approach

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