Team Lead – Voice/ Data with insurance/ Voice back ground

• Lead a team of Associates/SMEs delivering PL, CL, and EB processes such as New Business, Renewals, Servicing, Endorsements, Certificates, Billing, and Carrier Coordination.
• Monitor daily workflow allocation, queue management, operational dashboards, WFM inputs.
• Ensure compliance with licensing restrictions, process controls, QA, audit standards.
• Conduct RCA for quality issues and drive continuous improvement initiatives.
• Provide performance coaching, conduct monthly reviews, and manage skill upgrades.
• Coordinate with PMO, WFM, Training, QA, and Tech teams during transition and steady state.

Required Skills / Experience

• 5–8 years overall, with at least 2–4 years leading insurance broking teams.
• Strong crossline expertise in Personal Lines, Commercial Lines, Employee Benefits.
• Ability to manage multilocation or hybrid ODC models.
• Familiarity with transition metrics, capacity models, and SLA frameworks.