Customer Support Team Leader

Job Title: Team Leader – Insurance Process

Organisation: The Policy Exchange (Fairvalue Insuretech Pvt. Ltd.)
Location: Noida
Reporting To: Operations Manager
Role Type: Operation| BPO

Job Summary:

We are looking for an experienced and motivated Team Leader – Insurance to manage a team of insurance executives and ensure smooth day-to-day operations. The ideal candidate will be responsible for monitoring team performance, maintaining process quality, ensuring customer satisfaction, and meeting defined business targets. This role requires hands-on knowledge of insurance processes and strong leadership skills to manage team performance and drive operational excellence.

Key Responsibilities:

• Supervise and guide a team of insurance executives in areas such as policy processing, claims handling, customer service, or renewals.

• Ensure daily targets (KPIs and SLAs) related to productivity, quality, and turnaround time are met.

• Allocate tasks effectively and monitor team workload and performance.

• Conduct regular coaching, feedback sessions, and performance reviews to develop team capability.

• Handle escalated customer issues and provide resolution in a timely and professional manner.

• Ensure adherence to regulatory guidelines, internal SOPs, and compliance standards.

• Collaborate with internal departments such as underwriting, sales, and IT to resolve operational issues.

• Generate daily/weekly/monthly reports for management on team performance, process metrics, and improvement areas.

• Assist in process audits and drive quality initiatives across the team.

• Contribute to training new team members and support continuous learning for the team.

Qualifications and Experience:

• Graduate in any discipline (Bachelor’s in Insurance, Finance, or related field preferred).

• 3–5 years of experience in the insurance industry, with at least 1–2 years in a team handling or supervisory role.

• Strong knowledge of insurance products and operations (life, health, or general insurance).

• Hands-on experience with insurance software systems, CRM tools, and MS Office (Excel, Word, Outlook).

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to lead, motivate, and manage a team in a target-driven environment.

Preferred Skills:

• Knowledge of IRDAI guidelines and compliance standards.

• Experience in handling customer escalations and quality audits.

• Ability to analyze data and use insights for process improvement.

Why Join Us?

• Work with a customer-centric insurance organization with strong values and vision.

• Growth-oriented role with opportunities for career advancement.

• Supportive leadership and team culture focused on development and performance.

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 2 years of experience.