Team Lead- Operations(P&C insurance)

Allstate; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading insurance provider in Pune is seeking a Team Lead for Operations in P&C insurance. This role focuses on managing operational workflows, coaching frontline specialists, and ensuring exceptional customer satisfaction. Applicants should possess a Bachelor's degree and a minimum of 3 years in call center management. This position involves supervisory responsibilities and requires expertise in performance management and relationship building. The company offers a full-time employment arrangement with opportunities for professional growth.

Qualifications

• 4 year Bachelor's Degree preferred.
• 3 or more years of call center experience preferred.
• Experience in coaching and performance management required.

Responsibilities

• Manage operational workflow and mentor frontline specialists.
• Conduct performance reviews and recommend promotions or terminations.
• Anticipate workflow levels and adjust resources accordingly.
• Create a positive work environment using recognition and empowerment.

Skills

Call Center Management

Coaching

Customer Experience Management

Performance Management

Relationship Building

Education

4 year Bachelors Degree

Job description

Join to apply for the Team Lead- Operations(P&C insurance) role at Allstate

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs.

Job Description

Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes.

Key Responsibilities

• Handle stretch assignments designed to increase business acumen.
• Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow.
• Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.
• Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.
• Establish/communicate job performance standards and work procedures.
• Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others.
• Serve as mentor leader to new leaders within respective business unit.
• Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.
• Interview applicants and recommend hire.
• Makes recommendations for process improvements and cost saving opportunities; executing key initiatives.

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 3 or more years of experience (Preferred)

Supervisory Responsibilities

• This job has supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills

Call Center Management, Coaching, Customer Experience Management, Performance Management (PM), Relationship Building

Shift Time

Shift C (India)

Recruiter Info

Ms. Vibha Chaturvedi
[e-mail]

About Allstate

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Insurance and Financial Services