TL/TM/SDM

Key Responsibilities:

• Lead a team delivering insurance broking processes including New Business, Renewals, Servicing, Endorsements, Certificates, Billing, and Carrier Coordination.
• Monitor daily workflow allocation, queue management, operational dashboards, and WFM inputs.
• Ensure adherence to licensing restrictions, process controls, QA, and audit standards.
• Conduct root cause analysis (RCA) for quality issues and implement continuous improvement initiatives.
• Provide performance coaching, conduct monthly reviews, and manage skill upgrades.
• Coordinate with PMO, WFM, Training, QA, and Technology teams during transitions and steady-state operations.
• Manage multi-location or hybrid ODC teams efficiently.