Customer Service Team Lead I
On-site · Bengaluru, Karnataka, India
Job Summary
Lead a team responsible for supporting data entry and documentation for claim finalization, reviewing images and documents, and coordinating with vendors to obtain required information. Drive KPI health, manage tasks/workflows to meet processing guidelines, oversee new hire training and transitions, and collaborate with Learning and Development to pursue industry certifications. Develop talent, foster a high-performance culture, provide regular reporting on people and process KPI’s, and coordinate with cross-functional teams to optimize operations and drive continuous improvement. Responsibilities include knowledge upkeep, identifying and recovering delivery challenges, driving transformation through digital and operational levers, ensuring adherence to processing guidelines, and maintaining talent retention and engagement through structured coaching and performance management. Primary skills include Call Center Management, Coaching, Customer Experience Management, Performance Management, and Relationship Building; with leadership responsibilities for a team in a large insurance services environment.
Required Qualifications
- Bachelor’s Degree or equivalent experience
- 7-9 years of related experience in Property Claims
- Managed a team with at least 15+ FTE
- Hands-on experience & knowledge about Transition and business setup
- External Insurance certification will be preferred
- Green Belt certified or Project Management Certification will be an advantage
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