Operations Team Lead- Insurance

Tata Consultancy Services; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Training Lead for Life and Pensions Insurance operations in Pune. The role focuses on onboarding new hires, designing schedules, and maintaining MIS for training outcomes.

You will drive quality training materials, provide constructive feedback, and ensure timely delivery of sessions. Collaboration with UK-based stakeholders is essential for policy alignment.

Qualifications

• Experience leading training batches and new-hire onboarding.
• Ability to track attendance and maintain MIS.
• Communicate effectively with UK-based clients.
• Ensure training materials are updated.
• Meet performance targets for service levels and efficiency.
• Identify gaps and plan training sessions.

Responsibilities

• Manage a batch of new hires and conduct bonding exercises.
• Prepare training schedule and adhere to timelines.
• Track attendance and maintain MIS for test scores.
• Update training material and provide ongoing feedback.
• Coordinate with tech/operations on client issues.
• Ensure quality parameters and customer documentation.
• Handle customer correspondence on behalf of customers.
• Communicate with UK operations staff on policy changes.
• Pass cases to relevant queue based on information.
• Achieve unit level targets for efficiencies and service levels.

Skills

Team leadership

Training management

MIS reporting

Customer service

UK client communication

Job description

Life and Pensions Insurance- Mandatory**

BPO Operations

Insurance Operations

Life and pension insurance

MIS Reporting

UK Insurance

Responsibilities:

• Manage a set of new hires through initial team bonding exercises.
• Prepare a training schedule and adhere to timelines.
• Track attendance and maintain MIS for test scores etc.
• Ensure that training material is updated.
• Gauge the understanding levels of the batch from time to time and report back to the Manager.
• Provide ongoing, constructive feedback to the team.
• Initiate ID creation requests with the tech team.
• Ensure that the entire batch is aware of the quality parameters.
• Ensure complete supervision as soon as the batch hits the floor.
• Identify gaps and plan training sessions for the existing team.

Training:

• Manage a team of 15-20 + associates.
• Track attendance and maintain MIS for test scores etc.
• Ensure that training material is updated.
• Provide ongoing, constructive feedback to the team.
• Identify gaps and plan training sessions for the existing team.
• Responsible for customer service turnaround within set time frames.
• Ensure accurate documentation of customer profiles.
• Handle written customer correspondence on behalf of customer.
• Communicate with operations staff on client issues, policy change etc.
• Should be able to communicate effectively with customer based out of UK
• Passing the case to the relevant Q based on information given/missing.
• Should be able to analyze customer requirements & process cases accordingly.
• Meet unit level targets set for efficiencies, service levels and attrition.