Senior Team Lead

HCL Technologies Limited; Lucknow; On-site; INR 650,000 - 950,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced Team Leader for Life & Pension Operations in our Insurance BPO. You will oversee day-to-day delivery, coach a team, ensure SLA compliance, and drive continuous process improvements with UK/European stakeholders.

The role requires 3–6 years in Insurance BPO, 1–2 years in team leadership, and strong MS Office skills. A graduate with an Insurance certification is preferred.

Qualifications

• 3–6 years of experience in Insurance BPO operations, with 1–2 years in a team lead role.
• Strong written and spoken English for UK/European communications.
• Graduate in any discipline; Insurance certification preferred.
• Solid understanding of Life & Pension servicing, workflow, and policy updates.
• Knowledge of SLAs, KPIs, quality metrics, and productivity management.
• Able to lead teams in a high-volume operational environment.
• Proficient in MS Office (Excel, Outlook, PowerPoint).

Responsibilities

• Lead, coach, and develop a team of executives handling Life & Pension transactions.
• Conduct regular performance reviews and create development plans.
• Ensure processes meet SLAs and compliance standards; monitor productivity.
• Drive quality with audits, RCA, and CAPA actions.
• Identify and implement Lean/Six Sigma improvements where applicable.
• Liaise with UK/Europe stakeholders and present dashboards.
• Foster a collaborative, accountable, high-trust team culture.

Skills

Team leadership

Communication skills

MS Office

Productivity management

Education

Bachelor's degree

Insurance certification

Tools

MS Office Suite

Job description

Business Unit: Insurance BPO – Life & Pension Services
Shift: UK / European Business Hours
Employment Type: Full‑time

Role Overview

We are looking for an experienced Team Leader to manage Life & Pension Operations for our global Insurance BPO business. The role is responsible for overseeing day‑to‑day delivery, leading and developing a team, ensuring compliance with service levels, fostering a culture of quality, and driving continuous process improvements. This position involves extensive interaction with UK/European stakeholders and requires a strong blend of people leadership, operational discipline, and domain understanding.

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a team of executives handling Life & Pension transactions.
• Conduct regular performance reviews, provide feedback, and create development plans.
• Foster a positive, collaborative, and accountable team environment.

Service Delivery & SLA Management

• Ensure all processes are delivered within agreed SLAs, KPIs, and compliance standards.
• Monitor daily work allocation, track productivity, and ensure timely completion of tasks.
• Manage escalations proactively and liaise with UK/Europe stakeholders.

Quality & Compliance

• Drive a culture of zero defects, ensuring adherence to quality guidelines and audit requirements.
• Conduct quality checks, root cause analysis (RCA), and implement corrective or preventive actions.
• Ensure process controls are followed in line with regulatory and client standards.

Process Management & Continuous Improvement

• Identify process gaps and improvement opportunities through data analysis and team feedback.
• Implement Lean/Six Sigma‑based improvements (if applicable) to enhance efficiency and reduce risk.
• Support transformation initiatives and transitions as required.

Stakeholder Management

• Interact regularly with onshore (UK/Europe) teams for updates, clarifications, and governance discussions.
• Prepare and present operational dashboards and performance reports.

People, Culture & Engagement

• Drive an empathetic and high‑trust culture of teamwork, integrity, and accountability.
• Promote adherence to organizational values and contribute to employee engagement initiatives.
• Encourage continuous learning and skill enhancement within the team.

Skill Requirements

• Graduate in any discipline; Insurance certification preferred.
• 3–6 years of experience in Insurance BPO operations, with at least 1–2 years in a team lead capacity.
• Strong communication skills — written and verbal — suitable for UK/European business communication.
• Good understanding of Life & Pension servicing, workflow management, customer handling, and policy updates.
• Strong knowledge of SLAs, KPIs, quality metrics, and productivity management.
• Ability to lead teams in a dynamic, high‑volume operational environment.
• Proficient in MS Office (Excel, Outlook, PowerPoint).

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.