SME - Acting Team Lead

Policybazaar; Chennai District, Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Policybazaar is seeking an experienced SME to support and guide Customer Support/Sales teams by driving operational excellence, improving team productivity and ensuring process compliance. The ideal candidate should have strong analytical skills, team handling experience and expertise in Advanced Excel.

Responsibilities include coaching teams, monitoring performance, preparing MIS dashboards and collaborating with Operations, Training and Quality to boost business performance.

Qualifications

• Minimum 3+ years of relevant experience.
• Customer Support/Sales team handling experience is mandatory.
• Experience managing attrition, shrinkage, productivity and team performance.
• Proficient in Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, MIS Reporting).
• Strong analytical, communication, and stakeholder management skills.
• Graduation is mandatory.
• Regional language proficiency (Kannada and Tamil) is mandatory.

Responsibilities

• Provide process guidance and floor support to Customer Support/Sales teams.
• Coach and mentor team members to improve productivity and performance.
• Monitor team performance and identify process improvement opportunities.
• Prepare and maintain MIS reports, dashboards, and performance trackers.
• Analyze operational metrics and share actionable insights.
• Coordinate with Operations, Training, and Quality teams to improve business performance.
• Ensure adherence to company processes and quality standards.

Skills

Analytical skills

Communication skills

Stakeholder management

Team handling

Kannada language

Tamil language

3+ years experience

Education

Graduation

Tools

Advanced Excel

Job description

Job Summary

Policybazaar is looking for an experienced Subject Matter Expert (SME) to support and guide Customer Support/Sales teams by driving operational excellence, improving team productivity, and ensuring process compliance. The ideal candidate should possess strong analytical skills, team handling experience, and expertise in Advanced Excel.

Key Responsibilities

• Provide process guidance and floor support to Customer Support/Sales teams.
• Coach and mentor team members to improve productivity and performance.
• Monitor team performance and identify process improvement opportunities.
• Prepare and maintain MIS reports, dashboards, and performance trackers.
• Analyze operational metrics and share actionable insights.
• Coordinate with Operations, Training, and Quality teams to improve business performance.
• Ensure adherence to company processes and quality standards.

Mandatory Requirements

• Minimum 3+ years of relevant experience.
• Customer Support Team Handling experience is Mandatory.
• Hands-on experience managing Attrition, Shrinkage, Productivity, and Team Performance.
• Strong proficiency in Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, MIS Reporting).
• Excellent analytical, communication, and stakeholder management skills.
• Regional Language is Mandatory:
• Kannada Bengaluru
• Tamil – Chennai
• Graduation is Mandatory.