Team supervisor - Medical Telecallers

Tata AIG General Insurance Company; Mumbai; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

Tata AIG General Insurance Company is seeking a dynamic Supervisor In-House Tele MER Operations & Calling Team to lead Doctors and Telecalling Executives in underwriting support. You will oversee end-to-end Tele MER operations, ensure quality governance, drive process improvements, and coordinate with multiple business teams.

The role includes training, certification, and acting as the primary trainer and quality analyst for the in-house team, ensuring adherence to underwriting guidelines and

Qualifications

• Experience in team management with 2-3 years of team handling experience.
• Experience in Tele MER operations, quality audits and underwriting support.
• Advanced Excel skills (Pivot Tables, XLOOKUP/VLOOKUP, dashboards).
• Excellent communication and training abilities.
• Graduate in medical science (BDS/BAMS/BHMS/MBBS).

Responsabilités

• Lead end-to-end Tele MER operations for Doctors and Calling Teams.
• Monitor productivity, TAT, attendance, workload, and efficiency.
• Act as primary SPOC for queries, escalations, and stakeholder coordination.
• Coordinate with Sales, Underwriting, IT, HR, TPAs, and Vendors.
• Drive CAPA, process improvements, and automation initiatives.
• Prepare productivity and audit reports for management.

Connaissances

Team management

Quality auditing

Stakeholder management

Data analysis

Communication skills

Formation

Graduate in medical science (BDS/BAMS/BHMS/MBBS)

Outils

Microsoft Excel

PowerPoint

Dashboards

Description du poste

We are looking for a dynamic and result-oriented Supervisor In-House Tele MER Operations & Calling Team to lead our team of Doctors and Telecalling Executives supporting insurance underwriting operations. The incumbent will be responsible for managing end-to-end Tele MER operations, team productivity, quality governance, sales coordination, training & certification, stakeholder management, and operational efficiency.

The role will also function as the Quality analyst and Primary SPOC/ trainer for the in-house team, ensuring adherence to underwriting guidelines, quality standards, and business objectives through effective leadership, coaching, and process management.

Role & responsibilities

• Manage end-to-end Tele MER operations and daily functioning of Doctors and Calling Teams.
• Monitor productivity, TAT, attendance, workload allocation, and operational efficiency.
• Act as the primary SPOC for operational queries, escalations, and stakeholder coordination.
• Support Sales and Distribution teams for timely case closure and policy issuance.
• Conduct onboarding, process training, refresher training, certifications, and coaching sessions.
• Develop and maintain SOPs, process guides, training materials, and knowledge repositories.
• Lead quality assurance activities by auditing Tele MER cases, call recordings, and medical assessments.
• Identify quality gaps, process deviations, and improvement opportunities through regular audits.
• Conduct calibration sessions with Doctors, Operations, Sales, Underwriting, TPAs, and Quality teams.
• Drive corrective and preventive actions (CAPA) to improve quality and reduce operational errors.
• Ensure compliance with underwriting guidelines, operational SOPs, regulatory requirements, and quality standards.
• Prepare and publish productivity reports, audit reports, and management presentations.
• Analyze operational and quality trends and provide actionable business insights.
• Drive automation, digitization, and process improvement initiatives to enhance operational efficiency.
• Coordinate with Underwriting, Sales, IT, HR, TPAs, Vendors, and Business Stakeholders for smooth process execution.

Preferred candidate profile

• Strong knowledge of HealthInsurance Operations and Tele MER processes.
• Understanding of underwriting requirements, customer verification, and medical assessment processes.
• Experience in team management, quality auditing, coaching, and stakeholder management.
• Advanced Microsoft Excel skills (Pivot Table, XLOOKUP/VLOOKUP, Dashboards, MIS Reporting, Data Analysis).
• Strong PowerPoint and presentation skills.
• Technology-oriented with a passion for automation, digital tools, and process enhancement.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, training, and people management skills.
• Graduate in medical science (BDS, BAMS, BHMS, MBBS)
• Minimum 2-3 years of team handling experience.
• Prior experience managing Doctors, Telecalling Teams, Quality Audits, or Insurance Operations will be preferred