US Insurance voice process ||TM/SDM ||

Job Title: Team Manager /  Delivery Manager – US Voice Process

Job Summary

We are seeking an experienced and results -driven Team Manager  / Delivery Manager to oversee operations for our US  Voice Process. The candidate will be responsible for managing a team of customer service professionals, ensuring service excellence, meeting key performance metrics, and maintaining compliance with client and regulatory requirements.

Key Responsibilities

• Lead, mentor, and manage a team handling inbound/outbound calls related to US insurance (Health, Life, or Property & Casualty).
  
• Drive team performance to meet and exceed KPIs such as AHT (Average Handle Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence.
  
• Ensure compliance with client guidelines, regulatory standards, and internal SOPs.
  
• Conduct regular team huddles, coaching sessions, and performance reviews to enhance productivity and quality.
  
• Handle customer and client escalations effectively, ensuring timely and satisfactory resolution.
  
• Analyze performance data and prepare daily, weekly, and monthly MIS reports for senior leadership.
  
• Collaborate with Quality, Training, and Operations teams to identify process gaps and implement improvements.
  
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
  

Requirements

Required Skills & Qualifications

• Proven experience in US insurance voice processes (Health, Life, or Property & Casualty).
  
• Strong leadership and team management capabilities.
  
• Excellent verbal and written communication skills.
  
• In -depth understanding of insurance concepts such as claims processing, policy servicing, underwriting, and billing.
  
• Ability to work in a fast -paced, performance -driven environment.
  
• Strong analytical and problem -solving skills.
  
• Proficiency in MS Office (Excel, PowerPoint, Word) and reporting tools.
  

Preferred Skills

• Experience managing teams of 15–50+ members in a BPO/insurance environment.
  
• Exposure to process improvement methodologies (Lean, Six Sigma, etc.).
  
• Familiarity with CRM platforms and ticketing systems.
  
• Experience in client interaction and stakeholder management.
  

Additional Details:

Role: Team Lead / Manager

Must Have Skills: hands -on experience with US insurance voice processes (Health, Life, or Property & Casualty

Notice Period: Immediate to 90 Days

Location: Noida / Pune

Mode of Work: Work from Office

Salary: For Team Lead Up to ₹9.6 LPA , Team Manager - ₹14 LPA

Employment Type: Full -Time