Chat Process - Team Lead : Non Voice : Mumbai : Max 11 LPA : Apply

Outpace Consulting Services; Mumbai; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Outpace Consulting Services in Mumbai requires a Chat Process - Team Lead to manage a team of customer support agents handling text-based inquiries for UK insurance processes. You will monitor KPIs such as AHT, CSAT, and SLA adherence, and drive improvements in service quality and efficiency.

The ideal candidate has 7+ years in international chat operations, at least 1 year of team handling, and a solid understanding of insurance concepts.

Qualifications

• 7+ years of experience in International Chat Process.
• Minimum 1 year of Team Handling experience.
• Strong understanding of Insurance concepts and processes.
• Graduate qualification required.

Responsibilities

• Lead day-to-day operations for assigned UK insurance processes.
• Ensure compliance with UK regulations, internal controls, SLAs, and quality standards.
• Monitor KPIs such as TAT, accuracy, productivity, and customer satisfaction.
• Identify process gaps, risks, and improvement opportunities; implement corrective actions.
• Manage, coach, and mentor a team of associates and senior associates.

Skills

Team management

Chat process operations

Insurance domain knowledge

Education

Any graduate

Job description

Hi,

We are hiring for one of Indias leading IT & consulting organizations for the position of Chat Process - Team Lead.

Summary:

Chat Process - Team Lead manages a team of customer support agents handling text-based inquiries, monitors performance metrics like Average Handling Time (AHT) and Customer Satisfaction (CSAT), and ensures adherence to Service Level Agreements (SLAs).

Key Skills:

• Overall 7+ years of work experience in International Chat Process.
• Minimum 1 year of Team Handling experience.
• Strong understanding of Insurance concepts and processes.
• Any graduate

Key Responsibilities:

Process & Operations Management

• Lead day-to-day operations for assigned UK insurance processes.
• Ensure compliance with UK insurance regulations, internal controls, SLAs, and quality standards.
• Monitor process performance against KPIs such as TAT, accuracy, productivity, and customer satisfaction.
• Identify process gaps, risks, and improvement opportunities; implement corrective and preventive actions.

People Management

• Manage, coach, and mentor a team of associates and senior associates.
• Set clear performance goals against KPIs and conduct regular performance and coaching reviews.
• Identify training needs and ensure skill development aligned with process requirements.
• Drive a culture of accountability, collaboration, and high performance.

Quality & Compliance

• Ensure strict adherence to UK regulatory requirements, including FCA guidelines, Treating Customers Fairly, and data protection.
• Review quality scores, audit findings, and customer feedback; lead root cause analysis and remediation.
• Partner with Quality and Compliance teams to maintain robust governance.

Continuous Improvement & Transformation

• Drive Lean, Six Sigma, automation, or digital initiatives to enhance efficiency and reduce errors.
• Support process documentation, SOP updates, and transition of new work.
• Contribute to transformation, cost optimization, and scalability initiatives.

Leadership & Behavioral Skills

• Strong coaching capabilities based on trend analysis.
• Excellent communication skills (written and verbal) for internal and external client interactions.
• Problem-solving mindset with data-driven decision-making.
• Ability to manage multiple priorities under tight deadlines