Job Description

:
Role Title : TL/TM
Team Leader:
Key Responsibilities

• Lead a team of Associates/SMEs delivering PL, CL, and EB processes such as New Business, Renewals, Servicing, Endorsements, Certificates, Billing, and Carrier Coordination.

• Monitor daily workflow allocation, queue management, operational dashboards, WFM inputs.

• Ensure compliance with licensing restrictions, process controls, QA, audit standards.

• Conduct RCA for quality issues and drive continuous improvement initiatives.

• Provide performance coaching, conduct monthly reviews, and manage skill upgrades.

• Coordinate with PMO, WFM, Training, QA, and Tech teams during transition and steady state.

Required Skills / Experience

• 5-8 years overall, with at least 2-4 years leading insurance broking teams.

• Strong cross?line expertise in Personal Lines, Commercial Lines, Employee Benefits.

• Ability to manage multi?location or hybrid ODC models.

• Familiarity with transition metrics, capacity models, and SLA frameworks.

Skills Required