TL/TM/SDM

Key Responsibilities

• Lead a team handling New Business, Renewals, Servicing, Endorsements, Certificates, Billing, and Carrier Coordination
• Monitor daily workflow allocation, queue management, operational dashboards, and WFM inputs
• Ensure compliance with licensing restrictions, process controls, QA, and audit standards
• Conduct root cause analysis (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 Technology teams during transitions and steady-state operations
• Manage multi-location or hybrid offshore delivery center (ODC) models
• Track transition metrics, capacity models, and SLA adherence